Every resolved request feeds the twin you already own. Nexus reads the process from it, and names the bottleneck.
Address changes, employment letters, payroll queries and time corrections resolve on policy. Everything touching variable pay routes to a named owner.
Applies to all channels. Cases that miss the window escalate to the duty lead with the full process trace attached.
Payroll cut-off weeks and open-enrolment run at three times baseline volume. Cover is drawn from policy capacity, not from a staffing plan.
Case CAS-88214 resolved on POL-011 v3.2 in 41 seconds. The manual benefits review was skipped; the letter states no variable pay.
Encode the entitlement rule as policy. The twin shows the review changes nothing in 96% of cases; the remaining 4% follow one condition that Nexus can evaluate at intake.
Review in governance →Benefits Policy 9.4(c) requires a named reviewer for letters that state variable pay. The rule is legitimate. Its scope is not: it currently applies to every letter, not only the ones stating variable pay.