Operations work queue¶


ID	`MOD-064`
System	SD08
Repo	`bank-app`
Build status	Not started
Deployed	No

The operations work queue is the daily workspace for bank operations staff. It aggregates items requiring human action from across the platform — payment holds, AML alerts, loan referrals, escrow release approvals, KYC exceptions, and complaint escalations — into prioritised queues organised by function and role.

Each item displays the full context: customer identity, product, amount, the automated decision or rule that triggered the item, and the action required. Staff work through their queue in the app; all actions (approve, decline, escalate, comment) are captured with operator identity and timestamp. The module enforces CAP-090 multi-step approval requirements: items that need dual authorisation remain in the queue until both approvers have signed off.

Replaces ad-hoc email and spreadsheet-based operations processes with a consistent, auditable workflow surface. SLA management is built in — items approaching their deadline are automatically escalated.

Module dependencies¶

Depends on¶

Module	Title	Required?	Contract	Reason
MOD-062	Workflow orchestration engine	Required	—	Work queue items are generated by workflow escalations from the orchestration engine.
MOD-047	Agent action logger	Required	—	All operator actions on work queue items are logged via the agent action logger.
MOD-044	JWT role-based access control	Required	—	Role-based routing requires operator identity and permissions from the JWT RBAC module.
MOD-104	AWS shared infrastructure bootstrap	Required	—	AWS shared infrastructure provisioned by MOD-104 (EventBridge buses, S3, KMS, Kinesis, Cognito) is required before this module can be deployed.
MOD-103	Neon database platform bootstrap	Required	—	Neon database and schema provisioned by MOD-103 must exist before this module can read or write Postgres.

Required by¶

(No modules in this wiki currently declare a dependency on this module.)

Policies satisfied¶

Policy	Title	Mode	How
GOV-002	Risk Appetite Statement Policy	`AUTO`	Routes every decision that requires human review to a role-appropriate queue — no manual triage needed.

Capabilities satisfied¶

Capability	Title	Mode	How
CAP-094	Work queue management	`AUTO`	Ingests decision outputs, workflow escalations, and AML alerts and places them into the correct work queue with context, priority, and deadline.
CAP-095	Task execution & audit	`LOG`	Records every action taken by an operator — decision, override, comment, reassignment — with timestamp and user identity.
CAP-096	Role-based work routing	`GATE`	Routes each item to the team or role authorised to action it; blocks items from being actioned by staff without the required permission.

Part of SD08 — Customer App & Back Office Platform Compiled 2026-05-22 from source/entities/modules/MOD-064.yaml