Coaching services
Systems And Operations Coaching
Your agency runs while you are there and stalls in any week you are away. It feels personal, but the cause is rarely your people. The business was built around one person being available, and nobody wrote down what that person knows. This coaching is for digital marketing and software development agencies.
- Coached layer by layer, bottom up
- Live every Friday, 3:30 to 5:00 PM Pakistan time
- Capped at twenty agencies
The operating stack, built bottom up
L5The side the client sees
L4Capacity you do not have to employ
L3Where the work is made
L2The record that outlives the person
L1How the week is run
- Where the systems topics sit in the year
- Q2 to Q4Where the systems topics sit in the year
- Live every week, 3:30 to 5:00 PM Pakistan time
- FridaysLive every week, 3:30 to 5:00 PM Pakistan time
- The members’ online workspace, open every day
- BasecampThe members’ online workspace, open every day
- Agencies in the mastermind, at most
- 20Agencies in the mastermind, at most
Overview
What Agency Systems And Operations Coaching Covers
Systems and operations coaching is the part of the programme that makes an agency work when the founder is not there. The areas build on each other in layers. How the week is run supports what gets written down. What gets written down supports how work is produced and checked, and that supports what a client actually experiences. The order they are taught in matters as much as the list.
Almost none of this comes before the second half of the year, on purpose. You cannot build systems for work volume you do not have yet, so most of the first half of the mastermind year goes to positioning, pricing and a pipeline. The second quarter opens this work with procedures, templates and blueprints. The third and fourth quarters then turn what now works into something that repeats without you.
Most of this track sits in the mastermind year, not in a single session. Operations coaching works on the agency itself, not on one channel. It needs the group of owners, the roadmap and somebody answering on the same day more than it needs a recording. The bootcamp is a separate, shorter course. Its sessions on scalable business models and on execution challenges suit anyone who would like to start with one session.
A process that lives in your head is a process the agency does not own.
First half of the year
Procedures, templates and blueprints for most of your deliveries.
Second half of the year
Vendors and QA, contracts, lead and ticket automation, account management, EOS reporting, project management and time tracking, the founder calendar, delegation, and a final review of the whole system.
Almost all of it comes in the second half, because you cannot build systems for work volume you do not have yet.
The problems
The Problems It Solves In A Digital Agency
Almost everything on this list feels personal, but almost none of it is. Each one is a fault in how the agency is set up. It only looks like a fault in a person, in you or in somebody who works for you.
01 · What you would say out loud
Nobody does it properly unless I check it myself.
What it actually is
Your standard has never been written down, so it only exists while you are there to check it.
02 · What you would say out loud
My team is not accountable.
What it actually is
No role owns a number, so there is nothing for anybody to be accountable to.
03 · What you would say out loud
We are at capacity and I cannot afford to hire.
What it actually is
Hiring is the only lever anybody has shown you. It is not the only one there is.
04 · What you would say out loud
Good people keep leaving.
What it actually is
They grew as far as the agency’s structure allowed, then left to find a place where they could grow further.
05 · What you would say out loud
I am working harder now than when we were half this size.
What it actually is
The agency grew by you doing more of everything, and your own hours cannot double again.
Each of those faults has a fix. Here are the areas we coach to remove them, layer by layer.
The full index
Sub Areas We Coach (Full Index)
Every area we coach here, arranged as the layers they form and in the order they get built. Each layer only holds if the one below it is already there. They also come apart in that order.
Every area below is coached live inside the mastermind.
L01
How the week is run
Everything above this depends on how decisions get made and how often. If this layer is wrong, nothing above it works.
EOS Implementation For Agencies
Setting up the Entrepreneurial Operating System in an agency: accountability chart, rocks, scorecard and weekly L10.
EOS Weekly Reports And Calendar Review
The weekly meeting stack and department reporting that keeps a 75 person agency aligned.
Agency Reporting And Dashboards
One dashboard per department, weekly cadence, and numbers the team owns.
Role Empowerment And Delegation
Handing over decisions, not just tasks, and the freeing up of time that follows.
Calendar And Time Management For Founders
Reclaiming founder hours, meeting policy and the calendar that matches your priorities.
L02
The record that outlives the person
A business keeps working when one person is away, and a job you happen to own does not. What is written down makes the difference.
SOPs For Digital Agencies
Writing SOPs people actually follow, where to store them, and how to keep them current.
Procedures, Templates And Blueprints
Standardizing 80 percent of your deliveries so quality stops depending on your best person.
Internal Knowledge Base And Wiki
Where process lives so onboarding takes days rather than months.
Portfolio And Case Study Library
A systematic library of case studies that sales can pull from on any call.
L03
Where the work is made
Where work is produced, tracked and checked before a client ever sees it.
Agency Project Management Setup
Tool choice, board structure, intake, prioritization and the reporting layer above it.
Agency Tech Stack
The tool set for sales, delivery, finance and comms, and what to cut.
Time Tracking And Utilization
Tracking that improves margin instead of destroying trust, and the utilization targets to hold.
Capacity And Resource Planning
Forecasting delivery capacity against a sales pipeline so you stop overselling.
Quality Assurance And Compliance
QA gates, checklists, review cycles and the compliance basics international clients audit.
L04
Capacity you do not have to employ
Every agency reaches a point where hiring looks like the only way to grow. It is not the only way.
Offshore Delivery Center Model
Running a Pakistan delivery centre for US and UK agencies: structure, QA, comms and pricing.
Vendor And Subcontractor Management
Vetting, contracting, QA and payment terms for vendors you depend on.
Internal And External Contracts
Employee, vendor, client and partner contracts, and the clauses agencies forget.
L05
The side the client sees
The only part of your operation a client will ever rate, and the part they renew or leave on.
Client Onboarding Systems
The first 14 days that decide whether a client renews or churns.
Client Retention Systems
Reporting rhythm, QBRs, value proof and the early warning signs of churn.
Account Management And SLAs
Response times, escalation paths and the SLA language that protects both sides.
Scope Creep And Change Management
Change orders, scope language and the conversation that saves the account and the margin.
Automation Of Leads And Support Tickets
Routing, SLAs and automated follow up so nothing sits unanswered.
Here is how you get this coaching.
Delivery
How Coaching Is Delivered: Mastermind vs Bootcamp
There are two ways to get this coaching, and on this track they are not the same size. Most of it sits in the mastermind year. The bootcamp, a separate and shorter course, covers a small part.
The mastermind
The systems topics, in the order the layers depend on each other
Each topic carries a piece of work you finish before the next session. There is a live session every Friday, 3:30 to 5:00 PM Pakistan time, and one to one coaching with a subject matter expert, booked when you need it. Around them sit the monthly roundtable, a retreat every three months and daily access on Basecamp, the members’ online workspace.
A yearly commitment: $750 a month, or $7,999 a year
Capped at twenty agencies
The bootcamp
Start with one session
The bootcamp is a separate, shorter course, and the sessions below sit in this track. Each runs live on a Wednesday, 2:00 to 5:00 PM, in person in Lahore and online at the same time, with no year long commitment.
From $125 a session
The roadmap
Where This Sits In The 52 Week Roadmap
Systems work starts in the second quarter, once there is volume to systematise. The third quarter builds it, and the fourth reviews it and closes it. Here is what each quarter covers.
Quarter 2Sales engine
Opens the systems work: writing down how your deliveries are done.
Procedures, templates and blueprints for most of your deliveries
Quarter 3Systems
Builds it: vendors, contracts, automation, account management, reporting and project management.
Vendor management, QA and compliance setup
Setting up internal and external contracts
Automation of leads and system tickets
Account management and delivery SLAs
EOS weekly reports, departmental and calendar review
Project management revamp and time tracking
Quarter 4Scale and exit
Reviews it: the founder calendar, delegation, and a final review of the whole system.
Calendar management
Role empowerment and freeing up time
Final review of project management
Final review of the full agency system
The year closes its systems work in the fourth quarter with a full review of everything on this page.
Who teaches it
The mastermind is taught by experienced trainers including Hamid Mahmood, Asim Naeem and Umair Amjad. Members also get one to one coaching with a subject matter expert, booked when they need it, on their own agency.
The book
Book Chapters That Back This
The mastermind year is built on 7-Figure Agency Mindset A-Z, by Hamid Mahmood. This track draws on chapters from across the book: Effective Systems, Quantum Scaling, Legacy Leadership and The Expansion. Operations is not one part of the book. It runs through most of it.
Effective Systems
Systems, Processes And Blueprints
The work is documented and repeatable.
Effective Systems
Accountability: Numbers For Everyone
Every role carries a figure it answers for.
Quantum Scaling
In House Or Partners? Easy Implementation
Delivery scales without the payroll risk.
Legacy Leadership
Make Them Successful, Too
People build careers with you, not just put in their time.
The Expansion
System For Scaling
Growth comes from repeating what works, not from a few people working harder.
Who it fits
Who This Is For: Agency Owners, Freelancers, C Level
Three kinds of people come to this page, and each should start on a different layer.
Agency owners
Why has this stopped growing, and is it me?
You have a team, clients and revenue, and the whole thing still runs through you. Usually nothing was written down while you were busy growing. This can be fixed, and it says nothing bad about you.
Start at layer one, how the week is runFreelancers
How do I turn skill into a business?
You deliver everything yourself and the ceiling is your own hours. The first move is not hiring. It is making one delivery repeatable enough that somebody else could run it.
Start at layer two, the written recordC level and senior professionals
What do I not know that I do not know?
You have run operations inside a larger company and the structures you know assume a headcount you do not have yet. The gap is usually what to leave out, and how to buy capacity you are not employing.
Start at layer four, capacity you do not employ
Here is what members said after doing this work.
Proof
Results Our Members Report
The first reviews are from members writing about the operations and process work. The rest of our reviews follow. All are published under the reviewers’ own names and reproduced exactly as written.
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FAQs
FAQs
We are a small team. Is it too early for this?
Probably not. The useful test is not headcount, but whether anything breaks when you take a week off. If it does, the lower layers are already missing. Putting them in at six people is far cheaper than adding them later at twenty. Size changes how many layers you need at once, not whether you need them.
Why does this track start so late in the year?
It starts late because you cannot build systems for work volume you do not have yet. Most of the first half of the year goes to positioning, pricing and building a pipeline. The second half turns what now works into something that repeats. If you standardise a delivery you still change every month, you do the work twice.
Do I have to join the mastermind to get this?
No. The bootcamp is a separate, shorter course, and its sessions on scalable business models and on execution challenges sit in this track. Each can be bought on its own from $125. Most of the material is in the mastermind year, though. Operations coaching works on your whole agency, not on one channel, and that needs the roadmap and somebody answering questions between sessions.
Who actually teaches the systems topics?
The mastermind is taught by experienced trainers including Hamid Mahmood, Asim Naeem and Umair Amjad, who run the same systems in their own companies. Members also get one to one coaching with a subject matter expert, booked when they need it, on their own agency.
Do you install EOS for us?
No. We coach you to set up EOS yourself. You build your own accountability chart, your own numbers and your own meeting stack in the part of the year that covers it. An operating system somebody else set up only works while they are around, and that is the problem you came to fix.
We already use a project tool and it is not helping. Will changing it fix this?
Usually not on its own. A tool makes visible whatever process you already have, so a tool change on top of an undocumented process gives you the same confusion in a new interface. Project management setup sits at layer three for that reason. It is built on top of the written record and does not replace it.
Can my operations manager attend instead of me?
For most of it, yes, and it works well when they do. The exceptions are the topics on delegation, the founder calendar and the contracts, because those change what the founder personally decides and hands over. Members often bring an operations lead to the layer three and layer five topics and attend the rest themselves.
What usually changes first?
Members report that the weekly meeting routine changes first. It is the layer everything else sits on, and it shows up in the first month. The documentation work pays off more slowly, but it is worth more. We do not put a date or a figure on it, because the result depends on what you implement between sessions.
Next step
Join The Yearly Mastermind
Systems is the coaching track that decides whether everything else you build keeps working without you. Tell us what breaks when you take a week off, and we will tell you which layer to start on.
Twenty agencies per cohort at most, and that cap is the only scarcity we use.