[OR] [AmB] [E3] [CBS] [4] [MPR] Map Processes and Resources

CBS-4 Treasury & Capital Markets

Introduction

Operational resilience requires financial institutions to understand, in detail, how their critical business services are delivered end-to-end and which processes and resources underpin them.

For AmBank, CBS-1: Retail & Digital Banking is a customer-facing and system-intensive service that must remain available, secure, and compliant even under severe but plausible disruption scenarios.

This chapter applies the “Mapping of Processes and Resources” principle by decomposing CBS-1 into its Sub-CBS and systematically mapping each to its supporting processes, people, technology, third-party vendors, and upstream/downstream dependencies.

This mapping forms a foundational input for impact tolerance setting, vulnerability identification, and scenario testing, as described in operational resilience practices.

Table P3: Map Processes and Resources for CBS-4

Sub-CBS Code	Sub-CBS	Key Processes	People	Technology (Applications & Infrastructure)	Third-Party Vendors	Upstream / Downstream Dependencies
1.1	Customer Onboarding & KYC	Customer registration, identity verification, KYC screening, risk profiling, and account activation	Branch staff, Digital onboarding team, Compliance officers, AML analysts	eKYC platforms, Core Banking System (CBS), Document management system, Identity verification tools, Secure databases	Identity verification providers, Credit bureaus, AML screening vendors	Upstream: Customer data inputs, national ID systems Downstream: Account opening, transaction enablement
1.2	Digital Banking Platform Provisioning	User access provisioning, credential issuance, device binding, and entitlement management	Digital banking operations team, IT support, Cybersecurity team	Internet & Mobile Banking platforms, IAM systems, API gateways, Cloud/on-prem infrastructure	Cloud service providers, App store platforms, Security solution vendors	Upstream: Successful onboarding & KYC Downstream: Transactions, payments, customer self-service
1.3	Transaction Processing Services	Funds transfer processing, balance updates, posting & clearing, exception handling	Operations processing staff, IT operations, Fraud monitoring analysts	Core Banking System, Transaction processing engines, Middleware, Databases, Network infrastructure	Payment processors, SWIFT network, System integrators	Upstream: Digital channels, customer instructions Downstream: Payments, account statements, reconciliation
1.4	Digital Payments & Settlement	Payment initiation, validation, clearing, settlement, and dispute handling	Payments operations team, Treasury staff, Compliance team	Payment gateways, Real-time payment systems (e.g. DuitNow), Settlement engines, Monitoring tools	National payment networks, Card schemes, and clearing houses	Upstream: Transaction processing services Downstream: Merchant settlement, customer confirmations
1.5	Loan & Credit Product Management	Credit assessment, approval workflows, loan disbursement, and repayment processing	Relationship managers, Credit officers, Risk analysts	Loan origination systems, Credit scoring engines, CBS, Document systems	Credit bureaus, Valuation service providers	Upstream: Customer data, credit information Downstream: Loan servicing, collections
1.6	Deposit & Savings Product Management	Account maintenance, interest calculation, product configuration, and maturity handling	Product managers, Operations staff, Finance team	Core Banking System, Product configuration modules, Interest engines	IT vendors supporting CBS, Regulatory reporting vendors	Upstream: Account opening processes Downstream: Customer balances, financial reporting
1.7	Customer Support & Service Resolution	Enquiry handling, complaint resolution, service requests, and incident escalation	Contact centre agents, Branch service staff, Service quality managers	CRM systems, Ticketing tools, Call centre platforms, Knowledge bases	Call centre service providers, CRM vendors	Upstream: Customer issues & incidents Downstream: Retention, regulatory complaints handling
1.8	Compliance, Risk & Security Monitoring	Transaction monitoring, fraud detection, cyber monitoring, regulatory reporting	Risk management team, Compliance officers, SOC analysts	Fraud monitoring systems, SIEM tools, GRC platforms, and data warehouses	Cybersecurity vendors, RegTech providers	Upstream: Transactions, customer behaviour data Downstream: Incident response, regulatory action
1.9	Data Analytics & Personalisation	Data aggregation, customer segmentation, analytics modelling, offer personalisation	Data analysts, Data scientists, Marketing team	Data lakes, Analytics platforms, AI/ML tools, BI dashboards	Cloud analytics providers, Data enrichment vendors	Upstream: Transaction & customer data Downstream: Product offers, customer engagement
1.10	Back-office Support & Reconciliation	End-of-day processing, reconciliation, reporting, and exception resolution	Back-office operations staff, Finance team, Internal audit	Reconciliation tools, Reporting systems, CBS, Data warehouses	Financial reporting solution providers, Auditors	Upstream: Transaction & payment systems Downstream: Financial statements, regulatory submissions

The mapping of processes and resources for CBS-1 Retail & Digital Banking enables AmBank to clearly understand how critical services are delivered, where concentration risks exist, and which dependencies could amplify disruption.

By identifying the people, technology, and third-party components supporting each Sub-CBS, AmBank is better positioned to assess vulnerabilities and operational fragilities.

This mapping directly supports scenario testing, allowing AmBank to simulate severe but plausible disruptions—such as system outages, third-party failures, or cyber incidents—and evaluate whether impact tolerances can be met.

As such, this chapter provides a crucial bridge between service identification and resilience validation, reinforcing AmBank’s ability to protect customers, maintain trust, and meet regulatory expectations under stressed conditions.

Operational Resilience Framework: A Case Study of AmBank Malaysia
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Operational Resilience Framework: A Case Study of AmBank Malaysia

[OR] [AmB] [E3] [CBS] [4] [MPR] Map Processes and Resources

Operational Resilience Certified Planner-Specialist-Expert

CBS-4 Treasury & Capital Markets

Introduction

Table P3: Map Processes and Resources for CBS-4

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

Comments:

Operational Resilience Framework: A Case Study of AmBank Malaysia

[OR] [AmB] [E3] [CBS] [4] [MPR] Map Processes and Resources

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Operational Resilience Certified Planner-Specialist-Expert

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Introduction

Table P3: Map Processes and Resources for CBS-4

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Comments:

CBS-4 Treasury & Capital Markets