Function cockpit
AI GBS & Global Business Services
One front door for the enterprise. The digital-workforce factory.
Phase: Phase 4 — Governed autonomy
Operate shared services as an enterprise control tower and digital-workforce factory: intake, routing, standard execution, queue balance and evidence packaging are agent work; service design, sourcing strategy and control acceptance remain human.
Trust score
0
Touchless
0%
Human review
0%
Override rate
0%
Capacity released
30-50% released operating capacity across mature services; selected transactional workflows higher
Accountable human
Head of Global Business Services
CoS agent: GBS Chief of Staff
Gates, kill switches, and the decision ledger
Governance
Autonomy is only defensible if the brakes are documented
Every gate below names a threshold, an approver, and a clock. Everything the function has decided recently sits in the ledger underneath, whether a person or an agent made the call.
Active gates
0
Pending decisions
0
Approved this cycle
0
Contained or reversed
0
Gate register
The conditions under which an agent must stop and ask.
| Gate | Trigger threshold | Approver | SLA | Waivable |
|---|---|---|---|---|
Autonomy level increase Approval gate | Any move of an agent or workflow to a higher autonomy band | Business owner and risk | 5 business days | Hard stop |
New data class processing Approval gate | Any service processing a data class not already approved | Risk and privacy officer | 5 business days | Hard stop |
Outsourcing or service removal Approval gate | Any material operating-model, sourcing or service-portfolio change | GBS executive committee | 10 business days | Hard stop |
Agent recertification Oversight | Quarterly evaluation of every agent against its published certification criteria | Agent governance board | Quarterly | Hard stop |
Decision ledger
Immutable record of what was decided, by whom, and how long it took.
- Notification
SLA breaches prevented by reprioritization
Auto-executedLowSLA Agent reprioritized 284 cases across six service lines, preventing predicted tier-one breaches without additional human capacity.
SLA Agent · 9d 6h ago
- Escalation
Queue duplication contained
ContainedMediumCase Router detected the same intake creating two work items across Procurement and Finance. Duplicate suppressed before execution and the routing rule corrected.
Case Router · 9d 7h ago
- Approval gate
Autonomy increase requested for Reconciliation Agent
PendingHighAgent Lifecycle Manager submitted evidence of 98% success across 62,000 actions and proposed a move from A3 to A4 for the Finance Reconciliation Agent. Held for business-owner and risk approval.
Agent governance board · 9d 9h ago
Requester can escalate only at this materiality - Oversight
Agent suspended on quality drift
ContainedMediumAgent Lifecycle Manager suspended a Procurement classification agent after a nine-point success-rate decline across two weeks. Work rerouted to human handling pending re-evaluation.
Agent Lifecycle Manager · 9d 12h ago
Kill switches
Named, tested, and reachable in one click by the accountable human.
- Widespread control failure across a service line
- Queue duplication producing double execution
- Cross-entity or cross-client data leakage
- Inability to attribute an action to an accountable agent or human
- Autonomy increase applied without business-owner approval
Human accountability
Cannot be delegated to an agent at any autonomy level.
- Service portfolio and location strategy
- Policy interpretation and control acceptance
- Major vendor and outsourcing decisions
- Transformation investment and operating-model change
- Unresolved cross-functional disputes
Signs for this function
Head of Global Business Services