![x [OR] [AmB] Legal Disclaimer Banner](https://no-cache.hubspot.com/cta/default/3893111/c17ea734-ce39-46d1-9b00-ce39367ccfc1.png)
CBS-1 Retail & Digital Banking
![[OR] [AmB] [E3] [CBS] [1] [DP] Retail & Digital Banking](https://no-cache.hubspot.com/cta/default/3893111/b00c9a8c-e80f-4559-9c4b-8bd4214d03eb.png)
This chapter introduces Retail & Digital Banking as one of AmBank’s most critical business services from an operational resilience perspective.
As customer expectations shift toward always-available, secure, and seamless digital experiences, Retail & Digital Banking has become central to AmBank’s ability to deliver value, maintain trust, and comply with regulatory obligations.
This chapter sets the context by explaining why Retail & Digital Banking is designated as a Critical Business Service (CBS-1) and why its uninterrupted delivery is vital to customers, the financial system, and AmBank’s overall stability.
The chapter then presents a structured breakdown of CBS-1 Retail & Digital Banking into detailed Sub-Critical Business Services (Sub-CBS), representing the end-to-end business processes that collectively enable service delivery.
These include customer onboarding, digital platform provisioning, transaction processing, payments, lending, deposits, customer support, and compliance monitoring.
By decomposing the high-level service into manageable and clearly defined components, the chapter provides readers with a practical foundation for understanding how disruptions may arise, where vulnerabilities may exist, and which processes must be prioritised to ensure resilience.
Purpose of the Chapter
The purpose of this chapter is to help readers clearly identify, understand, and articulate the critical business services that underpin AmBank’s Retail & Digital Banking operations.
It aims to equip risk, operations, and resilience practitioners with a common language and reference model for assessing operational resilience, setting impact tolerances, and aligning business continuity, technology resilience, and third-party risk management efforts.
By the end of this chapter, readers should be able to recognise how individual business processes contribute to the continuity of customer-facing banking services and why each Sub-CBS is essential to maintaining operational stability.
![Banner [Table] [OR] [E3] Detailed Processes](https://no-cache.hubspot.com/cta/default/3893111/3ecaed5c-33ef-4660-bbad-bdc9839aa08c.png)
Table P1: Detailed Processes for CBS-1
|
Sub-CBS Code |
Name of Sub-CBS |
Description of Sub-CBS |
|
1.1 |
Customer Onboarding & KYC |
End-to-end processes for new retail and SME customer acquisition, including digital identity verification, Know-Your-Customer (KYC), account setup, and activation via digital channels (e.g., AmOnline, AmAccess Biz). This ensures compliance, risk management, and transaction readiness. |
|
1.2 |
Digital Banking Platform Provisioning |
Maintenance and enhancement of digital channels (mobile app, internet banking), ensuring platform availability, scalability, and secure access. Includes user authentication, session management, and uptime performance monitoring. |
|
1.3 |
Transaction Processing Services |
Core banking transaction workflows including funds transfers, bill payments (e.g., JomPay), remittances, prepaid top-ups, deposits/withdrawals, and e-statement generation. Ensures real-time or near-real-time execution and settlement of transactions. |
|
1.4 |
Digital Payments & Settlement |
Services supporting digital payment mechanisms, such as QR code acceptance, API-enabled transfers, and integration with national payment rails (e.g., DuitNow), to ensure the reliability and security of payment flows. |
|
1.5 |
Loan & Credit Product Management |
End-to-end processing of retail credit and loan products, including applications (online and branch), scoring, approval workflows (including automated decisioning where applicable), disbursement, and servicing. |
|
1.6 |
Deposit & Savings Product Management |
Processing and servicing of retail and SME deposit products (savings, current, fixed deposits), including interest computation, account modifications, renewals, and maturity handling. |
|
1.7 |
Customer Support & Service Resolution |
Multi-channel support for retail customers, including digital help desks, chatbot/AI support, contact centre operations, dispute management, and issue escalation to ensure service continuity. |
|
1.8 |
Compliance, Risk & Security Monitoring |
Processes for ensuring regulatory compliance, fraud prevention, transaction monitoring, AML/KYC re-checks, cybersecurity defence, and anomaly detection across digital banking channels. |
|
1.9 |
Data Analytics & Personalisation |
Analytics functions that support customer segmentation, personalised product offers, and operational insight to optimise service delivery, improve digital engagement, and drive operational resilience. |
|
1.10 |
Back-office Support & Reconciliation |
Back-office operations, including settlement reconciliation, exception processing, reporting, ledger updates, and support for front-end delivery to ensure accuracy and continuity of customer-facing services. |
Notes on Operational Resilience
- These sub-processes are critical to maintaining continuous banking operations, protecting against service interruptions, and ensuring continuity of the customer experience across digital and retail channels.
- AmBank’s investments in digital platforms (e.g., AmOnline, RPA, AI-enabled support), digital onboarding, and automation reflect a strong emphasis on operational resilience through technology integration and process efficiency improvements.
![Banner [Summing] [OR] [E3] Detailed Processes](https://no-cache.hubspot.com/cta/default/3893111/bce25519-5bf0-4302-aa7e-f4d565499b6d.png)
In conclusion, this chapter establishes a critical building block for AmBank’s operational resilience framework by clearly defining the scope and structure of CBS-1 Retail & Digital Banking.
Identifying key Sub-CBS enables a deeper understanding of service dependencies, operational priorities, and resilience requirements.
This structured view prepares readers for subsequent chapters, in which these services can be further analysed with respect to impact tolerances, disruption scenarios, recovery capabilities, and continuous improvement—ultimately supporting AmBank’s goal of delivering resilient, customer-centric banking services in an increasingly digital and risk-aware environment.
![[OR] [AmB] [E3] [CBS] [1] [MD] Map Dependency](https://no-cache.hubspot.com/cta/default/3893111/1901f5e5-c361-4ddb-a745-d90db93ff68f.png)
![[OR] [AmB] [E3] [CBS] [1] [MPR] Map Processes and Resources](https://no-cache.hubspot.com/cta/default/3893111/11ffd328-c2d3-4d40-ade1-a2cf5b734349.png)
![[OR] [AmB] [E3] [CBS] [1] [ITo] Establish Impact Tolerances](https://no-cache.hubspot.com/cta/default/3893111/fb5ebf39-261f-4021-8b49-9fe150f2ba1a.png)
![[OR] [AmB] [E3] [CBS] [1] [SuPS] Identify Severe but Plausible Scenarios](https://no-cache.hubspot.com/cta/default/3893111/74a0ff23-a667-49c3-a8b1-0bb4ee18ec2a.png)
![[OR] [AmB] [E3] [CBS] [1] [ST] Perform Scenario Testing](https://no-cache.hubspot.com/cta/default/3893111/abc22b9e-b596-4278-a388-19d3f53e53c5.png)
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.
More Information About OR-5000 [OR-5] or OR-300 [OR-3]
To learn more about the course and schedule, click the buttons below for the OR-300 Operational Resilience Implementer course and the OR-5000 Operational Resilience Expert Implementer course.
![[BL-OR] [3-4-5] View Schedule](https://no-cache.hubspot.com/cta/default/3893111/d0d733a1-16c0-4b68-a26d-adbfd4fc6069.png)
![[BL-OR] [3] FAQ OR-300](https://no-cache.hubspot.com/cta/default/3893111/f20c71b4-f5e8-4aa5-8056-c374ca33a091.png)
![Email to Sales Team [BCM Institute]](https://no-cache.hubspot.com/cta/default/3893111/3c53daeb-2836-4843-b0e0-645baee2ab9e.png)
