Persona 360
GK
Grace Kim
MRA Supervisor / Network Risk Manager · Portfolio & Escalation Owner
OversightI watch every open material risk across the network. I do not resolve cases myself unless they stall, breach SLA or need an exception decision.
Objective
Keep the whole risk portfolio inside SLA and intervene where it is not.
Primary channel
In-app portfolio dashboard
What I care about
- · Total value at risk
- · SLA breaches and blocked cases
- · Manual override frequency
- · Recurring risk patterns and agent effectiveness
What only I may decide
- · Reassign or escalate any case
- · Intervene on exceptions
- · Review and challenge overrides
What MRA does for me
- · Portfolio view of every open risk with value and SLA
- · Highlights blocked and breaching cases
- · Reports override patterns and agent effectiveness
Responsibilities in a case
- · Monitors all open risks
- · Sees SLA violations and value at risk
- · Monitors blocked cases
- · Intervenes in exceptions
- · Reviews manual overrides
- · Inspects risk patterns and agent effectiveness
Agents supporting me
MRA OrchestratorRankingData Trust & Governance
Systems I work in
MRA CoreSAP IBP
Inputs & outputs
Receives
All open cases · SLA clocks · Override log
Produces
Escalations · Reassignments · Pattern findings
Involvement across the journey · APRA
SIGNAL
InformedUNDERSTAND
InformedASSESS
InformedSIMULATE
InformedDECIDE
DecidesCOORDINATE
InformedEXECUTE
InformedVERIFY
InformedHandoffs I am part of
- · To any case owner
- · To Governance for review