In the context of operational resilience, dependency mapping goes beyond traditional process documentation by revealing how disruptions can propagate across functions, technologies, and third-party ecosystems, potentially impacting customer access to banking services, financial transactions, and regulatory obligations.
This chapter applies dependency mapping to each Sub-CBS within CBS-1, identifying what the service depends on, who is involved, and how these dependencies interact.
This structured view supports impact tolerance setting, scenario testing, and prioritisation of resilience investments, ensuring that AmBank can continue to provide safe, reliable, and compliant retail and digital banking services even during severe but plausible disruption events.
|
Sub-CBS Code |
Sub-CBS |
Dependency Type |
Dependency Detail (What / Who is involved) |
Connectivity (How it connects/interacts with the CBS or other components) |
|
1.1 |
Customer Onboarding & KYC |
People |
Relationship managers, branch staff, and digital onboarding support teams |
Capture customer information and initiate digital/branch onboarding workflows feeding into core banking systems |
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|
Process |
KYC verification, AML screening, and customer due diligence procedures |
Forms the entry point into Retail & Digital Banking services; prerequisite for all downstream Sub-CBS |
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Technology |
e-KYC platforms, document management systems, and core banking systems (CBS) |
Interfaces with digital channels and core banking for account creation |
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Third Party |
National ID verification providers, credit bureaus |
External validation integrated via secure APIs into onboarding systems |
|
1.2 |
Digital Banking Platform Provisioning |
People |
Digital product managers, IT operations, cybersecurity teams |
Configure and manage digital channels supporting CBS-1 service delivery |
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|
Process |
Platform configuration, access provisioning, and release management |
Enables customer access to accounts, transactions, and digital services |
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|
Technology |
Mobile banking app, internet banking platform, identity and access management (IAM) |
Acts as the primary customer interface for Retail & Digital Banking |
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Third Party |
Cloud hosting providers, app store platforms |
Provide infrastructure and distribution for digital banking channels |
|
1.3 |
Transaction Processing Services |
People |
Operations teams, payment operations staff |
Monitor and manage transaction flows and exception handling |
|
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|
Process |
Funds transfer processing, posting, validation, and exception management |
Core execution engine for customer-initiated transactions |
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|
Technology |
Core banking system, transaction switch, middleware |
Processes transactions initiated via digital platforms and branches |
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Third Party |
Interbank networks (e.g. RENTAS), clearing houses |
Enable external transaction routing and settlement |
|
1.4 |
Digital Payments & Settlement |
People |
Payments specialists, reconciliation teams |
Ensure accurate and timely payment execution |
|
|
|
Process |
Payment authorisation, clearing, settlement, reconciliation |
Supports real-time and batch payment services under CBS-1 |
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|
Technology |
Payment gateways, settlement systems, fraud detection tools |
Connects digital channels with national and international payment systems |
|
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|
Third Party |
Card networks (Visa/Mastercard), e-wallet providers |
Facilitate external digital payment acceptance and settlement |
|
1.5 |
Loan & Credit Product Management |
People |
Credit officers, risk analysts, product managers |
Assess, approve, and manage retail credit products |
|
|
|
Process |
Credit assessment, approval, disbursement, servicing |
Integrated with onboarding, transaction processing, and repayment services |
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Technology |
Loan origination systems, credit scoring engines, CBS |
Supports lifecycle management of retail loans |
|
|
|
Third Party |
Credit bureaus, valuation service providers |
Provide external credit and collateral data |
|
1.6 |
Deposit & Savings Product Management |
People |
Product operations teams, branch and digital sales staff |
Manage deposit account features and servicing |
|
|
|
Process |
Account maintenance, interest computation, and statements |
Core offering supporting customer funds storage |
|
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|
Technology |
Core banking deposit modules, statement generation systems |
Continuously interacts with transaction processing and digital platforms |
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Third Party |
Printing and mailing vendors (for statements) |
Support customer communications where physical delivery is required |
|
1.7 |
Customer Support & Service Resolution |
People |
Contact centre agents, branch service staff, complaint handlers |
Provide customer assistance and issue resolution |
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Process |
Incident logging, service recovery, complaint escalation |
Supports customer trust and continuity of service experience |
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Technology |
CRM systems, ticketing tools, call centre platforms |
Interfaces with all Sub-CBS for enquiry resolution |
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Third Party |
Outsourced contact centres |
Augment internal customer support capacity |
|
1.8 |
Compliance, Risk & Security Monitoring |
People |
Compliance officers, risk managers, and cybersecurity analysts |
Monitor regulatory compliance and operational risks |
|
|
|
Process |
AML monitoring, fraud detection, and incident response |
Provides continuous oversight across CBS-1 activities |
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Technology |
Fraud monitoring systems, SIEM, risk dashboards |
Integrates with transaction, onboarding, and payment systems |
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Third Party |
RegTech providers, threat intelligence services |
Supply external monitoring and intelligence feeds |
|
1.9 |
Data Analytics & Personalisation |
People |
Data analysts, marketing and product teams |
Analyse customer behaviour and usage patterns |
|
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Process |
Data aggregation, analytics, campaign execution |
Enhances customer experience within digital banking channels |
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Technology |
Data warehouses, analytics platforms, and AI/ML engines |
Pulls data from core banking and digital platforms |
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Third Party |
Analytics solution vendors |
Provide advanced analytics capabilities |
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1.10 |
Back-office Support & Reconciliation |
People |
Finance teams, operations support staff |
Ensure accuracy and completeness of records |
|
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Process |
Reconciliation, accounting, and exception resolution |
Provides assurance and financial integrity for CBS-1 |
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Technology |
General ledger systems, reconciliation tools |
Receives data feeds from transaction and payment systems |
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Third Party |
External auditors |
Provide independent validation of financial records |
The dependency mapping for CBS-1 Retail & Digital Banking highlights the complex, interconnected ecosystem required to deliver consistent retail and digital banking services at AmBank.
Each Sub-CBS relies on a combination of skilled people, well-defined processes, resilient technology platforms, and trusted third-party providers. A disruption in any single dependency—whether internal or external—can cascade across multiple service components and affect customer outcomes.
By documenting and understanding these interdependencies, AmBank strengthens its ability to anticipate vulnerabilities, design effective resilience strategies, and respond decisively to operational disruptions.
This mapping forms a critical foundation for impact tolerance definition, scenario testing, and recovery planning, ensuring that Retail & Digital Banking services remain accessible, secure, and compliant under both normal operations and stressed conditions.
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Operational Resilience Framework: A Case Study of AmBank Malaysia |
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| eBook 3: Starting Your OR Implementation |
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| CBS-1 Retail & Digital Banking | |||||
| CBS-1 DP | CBS-1 MD | CBS-1 MPR | CBS-1 ITo | CBS-1 SuPS | CBS-1 ST |
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