This chapter focuses on mapping processes and resources for CBS-3 Corporate & SME Banking at AmBank, in line with operational resilience regulations and supervisory expectations.
Mapping is a foundational activity that enables the bank to clearly understand how critical business services are delivered end-to-end and which resources—people, processes, technology, third parties, and dependencies—are essential to their continuity.
By systematically mapping each Sub-CBS to its supporting resources, AmBank can identify potential points of vulnerability, concentration risk, and single points of failure. This mapping also underpins scenario testing, as described in the referenced Operational Resilience blog, by ensuring that disruption scenarios are assessed against real, traceable operational components rather than abstract functions.
|
Sub-CBS Code |
Sub-CBS |
Processes |
People |
Technology (Applications & Infrastructure) |
Third-Party Vendors |
Upstream / Downstream Dependencies |
|
3.1 |
Corporate Lending |
Loan origination, credit structuring, approval workflow, documentation, disbursement, and monitoring |
Relationship Managers, Credit Officers, Legal, Operations |
Core Banking System, Credit Workflow System, Document Management System, Data Centre |
Legal firms, Valuation companies, Credit bureaus |
Upstream: Customer onboarding, Credit assessment Downstream: Loan servicing, Regulatory reporting |
|
3.2 |
SME Financing & SME Amplify |
SME application intake, simplified credit scoring, approval, financing disbursement, and portfolio monitoring |
SME Relationship Managers, Credit Analysts, Operations |
SME Financing Platform, Core Banking, Analytics Engine, Cloud Infrastructure |
Credit bureaus, Fintech partners, and government agencies |
Upstream: Customer due diligence, Risk assessment Downstream: Repayment processing, Portfolio reporting |
|
3.3 |
Cash Management & Deposits |
Account opening, liquidity management, transaction processing, reconciliation |
Cash Management Specialists, Operations, Treasury Support |
Core Banking, Cash Management System, Payment Switch, DR Site |
Payment network providers, Clearing houses |
Upstream: Customer onboarding, Digital channels Downstream: Payments & settlement, Financial reporting |
|
3.4 |
Trade Finance & Supply Chain Solutions |
LC issuance, guarantees, bills processing, supply chain financing, settlement |
Trade Finance Officers, Operations, Compliance |
Trade Finance System, Core Banking, SWIFT Infrastructure |
SWIFT, Correspondent banks, Logistics data providers |
Upstream: Credit approval, KYC Downstream: Settlement, Regulatory reporting |
|
3.5 |
Digital & Online Banking Platforms |
Platform access management, transaction initiation, authentication, and monitoring |
Digital Banking Team, IT Operations, Cybersecurity |
Internet Banking Platform, Mobile Apps, IAM, Cloud & Data Centres |
Cloud service providers, Cybersecurity vendors |
Upstream: IT infrastructure, Identity management Downstream: Payments, Customer support |
|
3.6 |
Relationship & Advisory Services |
Client engagement, financial advisory, portfolio review, solution structuring |
Relationship Managers, Product Specialists |
CRM System, Analytics Tools, Secure Collaboration Platforms |
Market data providers, Advisory partners |
Upstream: Customer data, Risk insights Downstream: Lending, Trade finance, Treasury services |
|
3.7 |
Risk & Credit Assessment |
Credit analysis, risk grading, stress testing, and approval recommendation |
Risk Analysts, Credit Committees |
Credit Risk System, Data Warehouse, Stress-Testing Tools |
Credit bureaus, Rating agencies |
Upstream: Customer financial data Downstream: Lending decisions, Capital allocation |
|
3.8 |
Payments & Settlement Services |
Payment initiation, clearing, settlement, reconciliation, and exception handling |
Payments Operations, IT Support |
Payment Gateway, Core Banking, RTGS, DR Infrastructure |
Clearing houses, Payment networks |
Upstream: Digital channels, Cash management Downstream: Customer accounts, Financial reporting |
|
3.9 |
Regulatory Reporting & Compliance |
Data aggregation, regulatory submission, compliance monitoring |
Compliance Officers, Regulatory Reporting Team |
Regulatory Reporting System, Data Warehouse, Secure Portals |
RegTech providers, External auditors |
Upstream: Transaction systems, Risk data Downstream: Regulators, Internal governance |
|
3.10 |
Customer Support & Service Operations |
Enquiry handling, issue resolution, complaint management, escalation |
Contact Centre Agents, Service Managers |
Contact Centre System, CRM, Knowledge Base |
Outsourced call centres, Telecom providers |
Upstream: Digital platforms, Core banking Downstream: Customer satisfaction, Regulatory compliance |
The Map Processes and Resources for CBS-3 Corporate & SME Banking provides AmBank with a structured, end-to-end view of how critical services are delivered and sustained under normal and disrupted conditions. By explicitly linking each Sub-CBS to its people, technology, third parties, and dependencies, the bank can better identify operational vulnerabilities, assess impact tolerances, and prioritise resilience investments.
This mapping is also a critical enabler for scenario testing under operational resilience frameworks. When plausible severe-but-plausible scenarios are applied, AmBank can trace disruptions to specific processes or resources, evaluate service degradation, and design targeted response and recovery strategies—thereby strengthening the bank’s ability to continue serving Corporate and SME customers during periods of stress.
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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-3 Corporate & SME Banking | |||||
| CBS-3 DP | CBS-3 MD | CBS-3 MPR | CBS-3 ITo | CBS-3 SuPS | CBS-3 ST |
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