Operator

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Who management inevitably blames when system errors make themselves known. We see an unfolding example in the horrifying case of Citigroup v Brigade Capital Management, wherein a right-shored, outsourced operations center in India — staffed of course, with the proverbial School-leavers from Bucharest, or Hyderabad at any rate — erroneously sent out nearly a yard]] of cash to some lenders to a distressed cosmetics firm ho weren’t expecting it, and then refused to give it back.

You can be sure an entire concatenation of people up the reporting line from the poor fellow who pushed the buttons to — well, the Chief Risk Officer and ultimately Citi’s CEO — were handed their pink slips, but we ask was the error really the individuals, or the bank’s strategic, management decision to outsource, its tactical decision to deisng poor interface where this kind of hting

See also

• Sidney Dekker’s The Field Guide to Human Error Investigations