Separation of concerns
Segregation of duties
Six duty pairs that should not sit in one pair of hands. The register below is not a policy document — it is recomputed against the live estate on every load, so what you see is who holds both sides right now.
Health
Whether incompatible duties are separated
Segregation rules in force, the conflicts detected against them and how many have been mitigated.
The duty pairs
What each rule separates, how it is enforced, and how many holders it currently finds.
The oldest control in existence. If the person who asks for something is the person who says yes to it, no amount of evidence afterwards makes the decision independent.
A gate approved by the person who owns the work upstream of it is a formality. This is the most common structural conflict in a shared-service estate.
Writing the rule and then judging compliance with it collapses two independent checks into one opinion.
A rating signed by the person whose numbers it grades is a self-assessment. It may still be right; it is not independent.
Self-delegation makes the authority register circular. A cap you set for yourself is not a cap.
This is the difference between "we have gates" and "the gates were tested by someone who does not run them".
Who holds both sides most often
Concentration matters more than the raw count. One person on eight conflicts is a different problem from eight people on one each.
Conflict register
27 matching, showing up to 120
| Reference | Holder | Where | Both sides | Owner and fix | State |
|---|---|---|---|---|---|
| SOD-02-879F3661SOD-02 | Director, Tier-1 ServiceStation owner and gate approver | Customer ServiceTier-1 Resolution | A. Owns 2 stations on line CS2B B. Approves the same 2 gates: Credit approve, Over envelope approve | No owner assigned | Detected, unowned |
| SOD-02-BAAE1CB0SOD-02 | Director, Technical SupportStation owner and gate approver | Customer ServiceTier-2 Technical | A. Owns 1 station on line CS3C B. Approves the same 1 gate: Review | No owner assigned | Detected, unowned |
| SOD-02-75DFAD24SOD-02 | Director, Service OperationsStation owner and gate approver | Customer ServiceCase Management | A. Owns 1 station on line CS4B B. Approves the same 1 gate: Escalate stuck | No owner assigned | Detected, unowned |
| SOD-02-342BDAA3SOD-02 | Head of Knowledge ManagementStation owner and gate approver | Customer ServiceKnowledge Management | A. Owns 3 stations on line CS5A B. Approves the same 3 gates: Verify accuracy, Ratify, Approve | No owner assigned | Detected, unowned |
| SOD-02-34C46CE5SOD-02 | Director, Field ServiceStation owner and gate approver | Customer ServiceField Service Dispatch | A. Owns 1 station on line CS6C B. Approves the same 1 gate: Approve | No owner assigned | Detected, unowned |
| SOD-02-183F6F9ESOD-02 | Director, Warranty & ReturnsStation owner and gate approver | Customer ServiceWarranty & Returns | A. Owns 1 station on line CS7C B. Approves the same 1 gate: Ratify | No owner assigned | Detected, unowned |
| SOD-02-2DE76583SOD-02 | Head of Customer ExperienceStation owner and gate approver | Customer ServiceVoice of Customer | A. Owns 2 stations on line CS8A B. Approves the same 2 gates: Review, Ratify | No owner assigned | Detected, unowned |
| SOD-02-5A37BB1FSOD-02 | Director, Service QualityStation owner and gate approver | Customer ServiceQuality & Coaching | A. Owns 3 stations on line CS9C B. Approves the same 3 gates: Resolve variance, Deliver, Review | No owner assigned | Detected, unowned |
| SOD-02-7FD191E2SOD-02 | Director, Workforce ManagementStation owner and gate approver | Customer ServiceWorkforce Management | A. Owns 2 stations on line CS10A B. Approves the same 2 gates: Publish, Approve | No owner assigned | Detected, unowned |
| SOD-02-A9A3CC6BSOD-02 | Head of Service AnalyticsStation owner and gate approver | Customer ServiceService Analytics | A. Owns 3 stations on line CS11C B. Approves the same 3 gates: Ratify, Ratify, Review | Group Financial ControllerCompensating detective control: every clearance by the conflicted holder is sampled at 100 per cent rather than by attribute.due 2026-09-24 | Mitigated |
| SOD-03-664A88CCSOD-03 | Director, Tier-1 ServicePolicy approver and gate approver | Customer ServiceTier-1 Resolution | A. Approved 4 policy items: CS2-POL-201, CS2-POL-200, CS2-POL-203, CS2-POL-202 B. Also approves gates on the lines those policies bind | No owner assigned | Detected, unowned |
| SOD-03-1EF4006DSOD-03 | Director, Technical SupportPolicy approver and gate approver | Customer ServiceTier-2 Technical | A. Approved 2 policy items: CS3-POL-200, CS3-POL-201 B. Also approves gates on the lines those policies bind | No owner assigned | Detected, unowned |
| SOD-03-56592C05SOD-03 | Director, Service OperationsPolicy approver and gate approver | Customer ServiceCase Management | A. Approved 2 policy items: CS4-POL-201, CS4-POL-200 B. Also approves gates on the lines those policies bind | No owner assigned | Detected, unowned |
| SOD-03-C1B1FF8CSOD-03 | Head of Knowledge ManagementPolicy approver and gate approver | Customer ServiceKnowledge Management | A. Approved 2 policy items: CS5-POL-200, CS5-POL-201 B. Also approves gates on the lines those policies bind | No owner assigned | Detected, unowned |
| SOD-03-63520210SOD-03 | Director, Field ServicePolicy approver and gate approver | Customer ServiceField Service Dispatch | A. Approved 3 policy items: CS6-POL-200, CS6-POL-202, CS6-POL-201 B. Also approves gates on the lines those policies bind | No owner assigned | Detected, unowned |
| SOD-03-B945CB75SOD-03 | Director, Warranty & ReturnsPolicy approver and gate approver | Customer ServiceWarranty & Returns | A. Approved 2 policy items: CS7-POL-201, CS7-POL-200 B. Also approves gates on the lines those policies bind | Head of Agent OperationsAccepted for now with a named risk owner and a review date, because no second qualified approver exists in this sub-function.due 2026-09-13 | In remediation |
| SOD-03-69ADB134SOD-03 | Head of Customer ExperiencePolicy approver and gate approver | Customer ServiceVoice of Customer | A. Approved 3 policy items: CS8-POL-200, CS8-POL-202, CS8-POL-201 B. Also approves gates on the lines those policies bind | Head of Platform SecurityA second approver from a different reporting line has been added to the gate. Target is every clearance carrying two names by the end of the quarter.due 2026-09-14 | Mitigated |
| SOD-03-2220D116SOD-03 | Director, Service QualityPolicy approver and gate approver | Customer ServiceQuality & Coaching | A. Approved 4 policy items: CS9-POL-203, CS9-POL-202, CS9-POL-200, CS9-POL-201 B. Also approves gates on the lines those policies bind | Head of AI Business ServicesThe gate has been reassigned to the function leader one level above the station owner.due 2026-09-15 | Mitigated |
| SOD-03-288E0BB5SOD-03 | Director, Workforce ManagementPolicy approver and gate approver | Customer ServiceWorkforce Management | A. Approved 3 policy items: CS10-POL-200, CS10-POL-201, CS10-POL-202 B. Also approves gates on the lines those policies bind | Group Financial ControllerCompensating detective control: every clearance by the conflicted holder is sampled at 100 per cent rather than by attribute.due 2026-09-16 | In remediation |
| SOD-03-EA24DE60SOD-03 | Head of Service AnalyticsPolicy approver and gate approver | Customer ServiceService Analytics | A. Approved 2 policy items: CS11-POL-200, CS11-POL-201 B. Also approves gates on the lines those policies bind | No owner assigned | Detected, unowned |
| SOD-04-27D7598ESOD-04 | Director, Tier-1 ServiceSub-function owner and rating attester | Customer ServiceTier-1 Resolution | A. Owns 10 agents running at autonomy level 81 B. Stands behind the A estate rating that grades those same agents | No owner assigned | Detected, unowned |
| SOD-04-B37F18AASOD-04 | Director, Technical SupportSub-function owner and rating attester | Customer ServiceTier-2 Technical | A. Owns 10 agents running at autonomy level 68 B. Stands behind the A estate rating that grades those same agents | No owner assigned | Detected, unowned |
| SOD-04-E65AD3FDSOD-04 | Director, Service OperationsSub-function owner and rating attester | Customer ServiceCase Management | A. Owns 10 agents running at autonomy level 89 B. Stands behind the A estate rating that grades those same agents | No owner assigned | Detected, unowned |
| SOD-04-15B66F27SOD-04 | Head of Knowledge ManagementSub-function owner and rating attester | Customer ServiceKnowledge Management | A. Owns 10 agents running at autonomy level 71 B. Stands behind the A estate rating that grades those same agents | No owner assigned | Detected, unowned |
| SOD-04-C928CE04SOD-04 | Director, Field ServiceSub-function owner and rating attester | Customer ServiceField Service Dispatch | A. Owns 10 agents running at autonomy level 75 B. Stands behind the A estate rating that grades those same agents | Head of Agent OperationsAccepted for now with a named risk owner and a review date, because no second qualified approver exists in this sub-function.due 2026-09-09 | In remediation |
| SOD-04-ECCB0185SOD-04 | Director, Warranty & ReturnsSub-function owner and rating attester | Customer ServiceWarranty & Returns | A. Owns 10 agents running at autonomy level 84 B. Stands behind the A estate rating that grades those same agents | No owner assigned | Detected, unowned |
| SOD-04-956BBC67SOD-04 | Head of Service AnalyticsSub-function owner and rating attester | Customer ServiceService Analytics | A. Owns 10 agents running at autonomy level 54 B. Stands behind the A estate rating that grades those same agents | No owner assigned | Detected, unowned |
Actions
What is waiting on a person
A separation rule is only real when somebody unwinds the combinations it forbids. Detected means found and not yet touched.
Start unwinding a detected conflict
Found by the rule and nobody has picked it up.
Finish a remediation already underway
Owner named, plan written, not yet closed.
Decide whether a detective rule should block
These rules report a conflict after the fact instead of preventing it.
Escalate a conflict past its date
Past the remediation date on the record and still combining both duties.
Operations
What this desk is allowed to start
A surface that only reports is not operable. This is the work this page can set in motion, and the bound it runs into.
Trigger and bound
This desk can raise, reassign or mitigate a conflict, and it can change a rule between detective and blocking. Only 1 of 6 rules currently block: the rest allow the combination to occur and report it afterwards, which means the desk finds out about a breach rather than preventing it.
Live observability
What the record shows right now
Conflict states across the estate. Mitigated means a compensating control was accepted, not that the combination was removed.
Current distribution
385 conflicts
Is policy and strategy coming to fruition
Whether the written intent is holding here
351 live conflicts against 6 written rules, and 5 of those rules cannot stop anything.
Not holding on the record
The written position is that no single holder should be able to both initiate and approve the same class of commitment. The record does not support that today: 351 combinations are live, 291 of them with nobody assigned, and only 34 have a compensating control accepted. The deeper issue is enforcement. 1 rule of 6 blocks at the point of action; the others are detective, so the platform is describing breaches it allowed rather than preventing them.
One rule is blocking and five are detective. SOD-01 is refused at the decision interface — the person who raised a work item cannot approve it, the attempt fails with the rule named, and a refusal record is written to the evidence spine. The other five are found and listed but not prevented, because in a sub-function with one senior person there is genuinely nobody else to hold the second duty. Naming the conflict and giving it an owner is the compensating control, and 291 of them do not have one yet.
The live detector and the standing register are computed by the same code, so they cannot drift apart. Every conflict the detector finds is on the register.