[OR] [AmB] [E2] [P3] [S3] C17] Implementing Training and Awareness

Implementing Training and Awareness for Operational Resilience at AmBank Malaysia

Introduction

Operational resilience is not just about having policies and frameworks in place—it is about ensuring that employees at all levels understand their roles and responsibilities in maintaining resilience.

In the “Implement Training and Awareness” stage of AmBank Malaysia’s Operational Resilience Planning Methodology, the focus is on embedding resilience into the bank’s culture through structured training and continuous awareness initiatives.

Implementation Steps

1. Define Training Objectives and Target Audience

Before launching training programs, it is essential to define clear objectives that align with AmBank Malaysia’s operational resilience goals. Different employees have different roles in resilience, so the training must be tailored accordingly.

• Example: The bank classifies its workforce into different groups for training:
• Senior Management & Board Members: Focus on governance, regulatory expectations, and decision-making in crisis scenarios.
• Operational Staff: Learn about business continuity procedures, cyber threats, and incident response protocols.
• IT and Security Teams: Specialised training on disaster recovery, cyber resilience, and threat mitigation.
• Frontline Staff: Educated on customer communication during disruptions and their role in ensuring business continuity.

2. Develop a Comprehensive Training Program

A structured training program ensures consistency and effectiveness. AmBank Malaysia can use multiple formats to deliver training, including:

• Instructor-Led Training (ILT): Conducted by subject matter experts on topics like risk assessment and crisis management.
• E-Learning Modules: Self-paced learning covering operational resilience principles and real-life case studies.
• Workshops & Tabletop Exercises: Practical exercises simulating cyber incidents, fraud attacks, or system outages.
• Scenario-Based Simulations: High-impact training for leadership, involving realistic stress-testing of resilience strategies.
• Example: AmBank organizes an annual “Resilience Week”, where employees participate in hands-on crisis simulations, ensuring they are prepared for real-world disruptions.

3. Conduct Awareness Campaigns

Creating a culture of resilience requires continuous awareness initiatives beyond formal training sessions. This involves embedding resilience into everyday work culture through:

• Awareness Posters & Digital Bulletins: Regular updates on emerging threats like phishing, social engineering, and regulatory changes.
• Gamification & Quizzes: Engaging employees through interactive quizzes on business continuity and risk awareness.
• Resilience Champions Program: Appointing key personnel across departments to advocate and reinforce resilience practices within their teams.
• Example: AmBank launches a “Spot the Risk” campaign, where employees identify and report potential vulnerabilities in daily operations, fostering a proactive resilience mindset.

4. Evaluate Training Effectiveness

Assessing the impact of training ensures that employees retain and apply their knowledge. Evaluation methods include:

• Pre- and Post-Training Assessments: Measuring improvements in knowledge and confidence levels.
• Feedback Surveys: Gathering insights from participants to refine future training programs.
• Live Drills and Testing: Testing response capabilities through unannounced resilience drills.
• Example: After conducting a cyberattack simulation, AmBank evaluates staff response times and decision-making effectiveness, using the results to fine-tune incident response procedures.

5. Continuous Improvement & Adaptive Learning

Operational resilience training is an ongoing process. AmBank Malaysia must regularly update training content to reflect:

• Regulatory Changes: Compliance with Bank Negara Malaysia’s Operational Resilience Guidelines and international standards.
• Emerging Risks: Addressing new threats like AI-driven cyberattacks or geopolitical disruptions.
• Lessons from Past Incidents: Incorporating learnings from real disruptions, both internal and industry-wide.
• Example: Following a regional banking disruption, AmBank revises its training to include case studies on how similar institutions effectively responded.

Implementing a robust Training and Awareness program ensures that AmBank Malaysia’s employees are not only informed but also actively engaged in operational resilience.

By adopting a structured, engaging, and continuously evolving training approach, AmBank can build a resilience-focused culture that minimizes risks and enhances long-term stability.

Gain Competency: For organisations looking to accelerate their journey, BCM Institute’s training and certification programs, including the OR-5000 Operational Resilience Expert Implementer course, provide in-depth insights and practical toolkits for effectively embedding this model.