Policy Narrative Gap Review

A policy that says dual approval is required means little if the payment ops queue still clears single-signed items after hours. Narrative Gap Review pairs desk reading with walkthroughs of the live process.

We sample one or two control domains—customer onboarding, transaction monitoring escalation, or outsourcing oversight—and compare the written steps to screenshots, tickets, and interview notes.

Deliverables include a gap memo with evidence citations, suggested policy language where the write-up is simply wrong, and a list of process fixes that belong with operations rather than documentation alone.