How MCi Freed Up 20+ Hours/Week with Oceans Talent

Item: Oceans Talent
Author: Management Controls Inc.

10+

Oceans operators added within a year

100-300

overrides processed per site each day

~20 hrs

freed up weekly for account managers

Industry

SaaS

Company size

Mid-market

Role

Executive assistants

Published

August 4, 2026

MCi Scales Its Managed Services Program with Embedded Global Operators

‍

Management Controls Inc. (MCi) builds proprietary contractor-management software for the heavy industrial sector, helping clients track labor, equipment, material, and lump-sum activity across their work sites. The company employs roughly 180 to 190 people and has been investing heavily in AI adoption, including custom Copilot Studio agents built by both MCi staff and its Oceans operators.

‍

Its Managed Services (MSERV) team acts as the operational layer behind the software: clearing badge exceptions, processing time and override requests, and enforcing contract compliance on behalf of clients running dozens of vendors across multiple sites. In this line of work, one missed detail on a routine daily task can surface later as something that can no longer be fixed cleanly. The job demands constant attention, because MSERV consultants act as the compliance gateway across every site they cover.

‍

The Challenge: Scaling Managed Services Without Losing Attention to Detail

‍

With utilization running at or above 100%, two recurring pressure points were emerging inside MSERV:

‍

Sudden account handovers. An experienced account lead could be moved to a larger, more complex client with almost no notice, leaving their account without an owner.
Absorbing accounts during leave. When a consultant went on leave, someone else had to take on a full account overnight.

‍

On top of that, the weekly authorizer and timekeeper reporting cycle was eating up to half a day per operator per account, work that needed to be standardized as the MSERV portfolio grew.

The Solution: Two Operators, Two Accounts

‍

Ashan Gunawardena, Business Operations Specialist, heavy-industrial client account. When the account's long-standing lead moved to a larger, more complex client, Ashan stepped in to fill the gap less than six months after joining the team.

‍

Owns day-to-day contractor compliance. Runs the daily five A cycle (activity, allocation, acceptance, authorization, and analysis) through to weekly reporting, and keeps schedules, agreements, rates, and skills updated so information is processed and cleared correctly in the Track system.
Acts as the compliance gatekeeper. Enforces contract terms on every override, tracks renewal timelines, translates agreements into new or updated formulas, and identifies anomalies and cost-saving opportunities across vendors covering cleaning, security, electrical, welding, scaffolding, chemical management, and specialized services.
Standardized reporting across accounts. Streamlined the authorizer and timekeeper reporting template with a colleague. It is now used across four separate accounts and saves roughly 1.5 hours a week per client on report generation and reporting tickets alone.
Leads AI adoption and automation. Built an automation layer to cut the time consultants spend on weekly utilization reporting, and currently leads development of an AI agent in Microsoft Copilot Studio to automate the end-to-end weekly reporting process across MCi Track, Zendesk, and Excel. That solution is roughly 80% complete.
Took operational ownership within three months. Manages daily operations, compliance reviews, vendor management, client communications, and weekly, quarterly, and annual reporting, with a senior consultant supporting reporting oversight and escalations.

‍

Matheesha Sankalana, Business Operations Specialist, multi-site client account. Matheesha was one of four operators originally hired to handle badge exceptions and schedule updates. Three months in, MCi hired four more, direct evidence that the first group could handle more than they had been brought on for.

‍

Manages three sites and roughly 40 vendors. Owns badge exceptions, resource setup, contract renewals, and override reviews across three of the client’s six sites.
Runs the full weekly reporting cycle. Produces three distinct weekly reports, flagging unallocated and unaccepted time entries and driving vendor and customer action across the account’s activity, allocation, acceptance, and authorization workflow.
Operates with complete autonomy. Shifted account oversight to an exception-based model, letting the manager focus on high-level strategy and freeing roughly 20 hours of capacity a week.
Keeps delivery continuous. Managed all six client sites independently during team leave, with no interruption to compliance oversight or reporting delivery.

MCi Runs Frontline Delivery on Oceans Operators

‍

MCi’s managed-services program used to lean on a small group of senior generalists for every account. Today, Oceans operators own frontline delivery end to end: clearing exceptions, processing overrides, managing vendor and customer relationships, and building the reporting infrastructure other accounts now run on.

‍

What started as four operators hired to handle badge exceptions and schedule updates became eight within three months, because the original group proved capable of handling far more than they were hired for. Account leads like Ashan and Matheesha now run their client relationships directly and escalate to their managers only when something requires it, freeing senior staff to focus on MCi’s largest and most complex accounts.

Management Controls Inc.