SERVICES
One operating queue for breaks, ownership, ageing and escalation.
Turn fragmented exceptions into a governed control process across middle-office and fund workflows.
Overview
Exception management is the cross-workflow process for identifying, classifying, prioritising, assigning, escalating and closing operating breaks. It is the control layer connecting reconciliation, trade ops, treasury, collateral, NAV, loan and data-quality workflows.
A horizontal specialist capability across nearly every Kelton service and an important proof point for the AI-native operating model.
Why it matters
Automation creates value only when exceptions are managed well. Otherwise “automation” can simply hide unresolved problems.
Common operating challenges
- Exceptions scattered across email/spreadsheets.
- No materiality/severity model.
- Recurring root causes not fixed.
- Unclear client/provider owner.
- No SLA or aged-break view.
What we deliver
| Capability | What it covers |
|---|---|
| Central queue | Consolidate workflow exceptions. |
| Classification | Type, cause, materiality and impact. |
| Ownership | Assign Kelton/client/provider owner. |
| SLA & escalation | Track due date and age. |
| Resolution evidence | Record action and closure. |
| Root-cause improvement | Identify recurring process/data issues. |
Our role can be configured around a defined operating mandate: a recurring managed service, a technology-enabled client workflow, or a co-sourced model in which execution and review are split between Kelton, the client and appointed providers.
Inputs, workflow and outputs
Typical inputs
- Breaks from service workflows
- Rules/tolerances
- Ownership matrix
- Provider responses
- Resolution evidence
Controlled workflow
| Step | Activity | What happens |
|---|---|---|
| 1 | Detect | Create exception from rule/human review. |
| 2 | Classify | Determine type/severity. |
| 3 | Assign | Route owner/SLA. |
| 4 | Investigate | Gather evidence. |
| 5 | Resolve / approve | Record correction/acceptance. |
| 6 | Analyse | Feed root causes into improvements. |
Typical outputs
- Exception dashboard
- Aged-break report
- SLA report
- Root-cause analysis
- Resolution evidence
Controls and review
The workflow is designed so that automation does not obscure responsibility. Routine processing can be standardised; exceptions, material judgements and formal approvals remain visible and attributable.
- No silent closure.
- Material exceptions require review.
- Rule changes version-controlled.
- Separate proposer and approver for material rule changes.
Responsibility boundary
Exception workflow improves control but does not transfer formal decision authority from the client or appointed providers.
Technology & expertise
Our operating model combines specialist knowledge with controlled technology. Domain experts define the rules, review logic and exception criteria; the technology layer makes the workflow repeatable, traceable and scalable.
Technology
- Rules engine.
- Central case queue.
- SLA/escalation.
- AI-assisted classification with human confirmation.
- Root-cause analytics.
Expertise
- Operations control.
- Reconciliation/break management.
- Risk-based prioritisation.
Expert knowledge is converted into controlled rules, SOPs, checklists, validation tests and exception criteria so that the operating standard is embedded in the workflow rather than dependent on one individual.
Delivery models
| Model | How it works |
|---|---|
| Managed Operations | We execute the agreed recurring workflow. Client and appointed-provider approvals remain explicit. |
| Technology Enablement | We implement the data, workflow and control layer for the client team to operate. |
| Hybrid / Co-sourced | Execution and review are shared through a documented responsibility and escalation model. |
| Transition & Implementation | We mobilise the workflow during a launch, provider change or target-operating-model transition. |
Frequently asked questions
Why give this its own page?
It explains how Kelton keeps AI-enabled automation controlled and accountable.
Can AI close exceptions?
Only low-risk cases under approved deterministic rules; judgement-sensitive issues require human review.
What should be measured?
Open count, age, materiality, owner, SLA, recurrence and root cause.
Discuss Exception Management & Operational Control
Start with one workflow, one operating issue or one provider transition. We will map the current process, responsibility boundaries, required data and a practical first engagement.