Back-office delivery model

From role design to controlled go-live.

Pacifica does not drop an offshore person into your business and hope it works. We define the back-office workflow, controls, standards, access and reporting before responsibility expands. Our Hong Kong- and Philippines-based staff are supported by a full Australian-based team for operating context, oversight and escalation support.

Onboarding

A six-stage operating process.

The exact sequence is adjusted to the engagement, but the control points stay consistent.

Fit & scope

Define the role, recurring workflow or project capacity required, expected outputs, systems, collaboration window and what remains local.

Service design

Document responsibilities, boundaries, turnaround expectations, approval limits, escalation points and the monthly or project fee.

Security & access

Agree systems, named-user access, least-privilege permissions, confidentiality requirements, data handling and any client-specific security controls.

Knowledge transfer

Capture SOPs, templates, examples of acceptable work, naming conventions, reporting rules and the exceptions that require client review.

Controlled go-live

Begin with defined work and tighter review. Where appropriate, sample work or shadowing is used before broader responsibility is released.

Stabilise & improve

Review the first 30 days, remove friction, close documentation gaps and expand responsibility only where quality and reliability justify it.

Working relationship

You control the business. We control our service delivery.

Australian support layer: Offshore delivery is backed by a full Australian-based team that can provide local operating context, oversight and escalation support without changing the managed-service structure.

The client defines business priorities, standards, approvals and system permissions. Pacifica manages its own personnel, resourcing and internal delivery. This keeps the engagement focused on outputs without turning the arrangement into another local employment relationship.

Back-office only: Pacifica is not a call centre. Our services are designed for accounting, engineering, operations control, reporting, documentation and marketing execution behind the scenes.

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Written responsibilitiesEveryone knows what Pacifica owns, what the client owns and what requires approval.

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Documented exceptionsUnusual items are escalated instead of guessed.

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Client-controlled systemsWhere practical, work stays inside the client's approved technology stack.

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Measured outputRecurring engagements are reviewed against agreed deliverables, quality measures and exceptions.

Monthly governance

A practical service report, not activity theatre.

For recurring managed-service engagements, Pacifica's monthly reporting is designed to tell the client what was delivered, what needs attention and what should happen next.

Delivery summaryWork completed and recurring outputs delivered during the period.

Agreed measuresRelevant KPIs, turnaround or quality measures where they form part of the service scope.

Exceptions & dependenciesItems delayed, blocked, awaiting approval or outside normal workflow.

Risks & corrective actionsRecurring errors, process gaps, access problems and agreed fixes.

Next-period prioritiesExpected workload, changes, capacity needs and improvement opportunities.

Start with one workflow

Give Pacifica a clearly defined back-office function to own.

We will assess fit, controls, capability, data access and expected outcomes before proposing an engagement.

Request a proposal →