[OR] [AmB] [E1] [C1] Operational Resilience Case Study for AmBank

eBook 1: Chapter 1

Overview of AmBank's Operational Resilience in the Banking Sector

The banking industry is essential to any economy, facilitating financial transactions, credit access, and economic growth.

However, financial institutions face increasing risks from cyber threats, regulatory pressures, technological disruptions, and operational challenges.

A bank's operational resilience is defined by its ability to anticipate, prepare for, respond to, and recover from such disruptions.

It ensures that critical business services remain available during adverse events, protecting customers, stakeholders, and the financial system.

AmBank Malaysia, a leading financial institution in the country, operates in a dynamic and highly regulated environment.

As part of Malaysia’s banking ecosystem, AmBank must align with regulatory requirements set by Bank Negara Malaysia (BNM) while maintaining resilience against operational disruptions. 

 This eBook presents a structured approach to understanding and implementing Business Continuity Management (BCM) and operational resilience within AmBank Malaysia.

Purpose of this Case Study

This case study (also known as eBook 1) examines AmBank Malaysia’s operational resilience framework, focusing on its organisational structure, risk environment, and strategies for maintaining continuity in the face of disruptions.

It aims to provide insights into:

• How does AmBank Malaysia define and manage operational resilience?
• The key components of an effective operational resilience strategy tailored for financial institutions.
• The role of leadership, governance, and a dedicated operational resilience team.
• Best practices for ensuring that critical business services remain functional under stress conditions.

This ebook analyses AmBank Malaysia’s resilience approach and is a practical guide for BCM professionals, risk managers, and financial institutions seeking to enhance their resilience frameworks.

Structure of This eBook

This eBook, "Operational Resilience Framework: A Case Study of AmBank Malaysia" is divided into two main sections:

eBook 1: Understanding Your Organisation

The first section (eBook 1) provides a foundational understanding of AmBank Malaysia and its operating landscape. It covers:

• Understanding Your Organisation - A deep dive into AmBank’s history, structure, and strategic objectives.
• AmBank Malaysia’s Operating Environment – Analysing the regulatory, economic, and technological factors shaping AmBank’s resilience strategy.
• Composition of an Operational Resilience Team – Identifying key roles and responsibilities in building a robust resilience framework.
• Establishing Organisational Goals for Operational Resilience – Defining AmBank’s resilience objectives and alignment with regulatory requirements.
• Key Characteristics of AmBank Malaysia – Examining the bank’s core functions, risk appetite, and resilience capabilities.
• Critical Business Services of AmBank Malaysia – Understanding which services are crucial to maintaining financial stability and continuity.

eBook 2: Implementing Operational Resilience for AmBank Malaysia

The second section (in eBook 2) focuses on the practical implementation of operational resilience within AmBank Malaysia. 

It is a stage-by-stage (15-stage)  walkthrough of the OR implementation.

Operational Resilience Planning Methodology is structured into three interconnected phases: Plan, Implement, and Sustain.

Each phase comprises five strategic stages designed to systematically build, execute, and refine resilience capabilities.

Plan Phase

This foundational phase aligns operational resilience with organisational objectives and governance. It begins by assessing current capabilities and gaps, then develops a clear strategy and governance framework to guide implementation.

Stages 1 to 5

• Assess Capability and Maturity

• Analyse Gap

• Develop Strategy and Roadmap

• Confirm Risk Appetite

• Develop and Embed Governance

Implement Phase

Here, the theoretical plans transition into actionable measures. This phase identifies critical services, maps dependencies, sets impact tolerances, and rigorously tests resilience through scenarios.

Stages 1 to 5

1. Identify Critical Business Services

2. Map Processes and Resources

3. Set Impact Tolerance

4. Conduct Scenario Testing

5. Improve Lesson Learnt

Sustain Phase

Resilience is not a one-time effort but an ongoing discipline. This phase embeds resilience into the organisational culture, ensures continuous learning, and validates readiness through audits and reviews.

Stages 1 to 5

• Introduce Cultural Change

• Develop a Communication Strategy

• Implement Training and Awareness

• Provide Self-assessment

• Conduct an Independent Quality Review

By integrating these phases, AmBank Malaysia ensures a holistic approach to anticipating disruptions, adapting to evolving risks, and maintaining service excellence.

Why Does Operational Resilience Matter for AmBank Malaysia?

In recent years, financial institutions worldwide have experienced cyberattacks, system outages, and operational failures that disrupt banking services.

AmBank Malaysia must proactively strengthen its operational resilience by:

• Identifying and mitigating risks before they escalate into crises.
• Ensuring the continuity of critical banking services under various stress scenarios.
• Complying with Bank Negara Malaysia’s operational resilience and risk management regulations.
• Building a strong BCM culture empowers employees at all levels to respond effectively to disruptions.

By integrating operational resilience into its core strategy, AmBank Malaysia can enhance customer trust, regulatory compliance, and long-term sustainability in the evolving financial landscape.

Operational resilience is no longer a choice but a necessity for financial institutions. This eBook provides a structured roadmap for AmBank Malaysia to strengthen its resilience framework and ensure disruptions do not compromise business continuity.

By examining AmBank’s approach, readers will gain valuable insights into resilience best practices, regulatory compliance, and risk mitigation strategies applicable to any financial organisation.

In the next chapter, we will explore AmBank Malaysia’s organisational structure, history, and strategic positioning in the Malaysian financial sector.

More Information About Blended Learning OR-5000 [OR-5] or OR-300 [OR-3]

To learn more about the course and schedule, click the buttons below for the OR-3 Blended Learning OR-300 Operational Resilience Implementer course and the OR-5 Blended Learning OR-5000 Operational Resilience Expert Implementer course.