---
title: [OR] [AmB] [E3] [CBS] [4] [MPR] Map Processes and Resources
description: [OR] [AmB] [E3] [CBS] [4] [MPR] Map Processes and Resources
image: https://blog.bcm-institute.org/hubfs/Ambank%20Graphic%20Folder/Ambank%20E3%20CBS%20Morepost/Ambank%20CBF%204/%5BOR%5D%20%5BAmB%5D%20%5BE3%5D%20%5BCBS%5D%20%5B4%5D%20%5BMPR%5D%20Map%20Processes%20and%20Resources.jpg
---
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###### Operational Resilience Framework: A Case Study of AmBank Malaysia
# \[OR\] \[AmB\] \[E3\] \[CBS\] \[4\] \[MPR\] Map Processes and Resources
[](https://cta-redirect.hubspot.com/cta/redirect/3893111/8d6d538b-7b42-4bf6-b355-f6178f7bc1f9)
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.
### [](https://cta-redirect.hubspot.com/cta/redirect/3893111/bf4d1338-79cc-4e63-904c-9093a2477a6d)
[Moh Heng Goh](https://blog.bcm-institute.org/ebook-or/author/moh-heng-goh) Feb 3, 2026
###### Operational Resilience Certified Planner-Specialist-Expert
### [![x \[OR\] \[AmB\] Legal Disclaimer Banner](https://no-cache.hubspot.com/cta/default/3893111/c17ea734-ce39-46d1-9b00-ce39367ccfc1.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/c17ea734-ce39-46d1-9b00-ce39367ccfc1)
### [](https://cta-redirect.hubspot.com/cta/redirect/3893111/bf4d1338-79cc-4e63-904c-9093a2477a6d)**CBS-4 Treasury & Capital Markets**
#### **Introduction**
[![\[OR\] \[AmB\] \[E3\] \[CBS\] \[4\] \[MPR\] Map Processes and Resources](https://no-cache.hubspot.com/cta/default/3893111/5f50f5a8-ae0e-47e3-be86-5656efec5c26.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/5f50f5a8-ae0e-47e3-be86-5656efec5c26)
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.
[![Banner \[Table\] \[OR\] \[E3\] Map Processes and Resources](https://no-cache.hubspot.com/cta/default/3893111/5af5497a-aa7f-41e4-b5ed-c9da8601d4ef.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/5af5497a-aa7f-41e4-b5ed-c9da8601d4ef)
###### 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 |
#### [![Banner \[Summing\] \[OR\] \[E3\] Map Interconnections and Interdependencies](https://no-cache.hubspot.com/cta/default/3893111/61e5330e-051c-4874-b6da-a1be8393c283.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/61e5330e-051c-4874-b6da-a1be8393c283)
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 | | | | | |
| --- | --- | --- | --- | --- | --- |
| **eBook 3: Starting Your OR Implementation** | | | | | |
| **CBS-4 Treasury & Capital Markets** | | | | | |
| **CBS-4 DP** | **CBS-4 MD** | **CBS-4 MPR** | **CBS-4 ITo** | **CBS-4 SuPS** | **CBS-4 ST** |
| [![\[OR\] \[AmB\] \[E3\] \[CBS\] \[4\] \[DP\] Treasury & Capital Markets](https://no-cache.hubspot.com/cta/default/3893111/56a17dee-94a5-406c-8a98-8c3ad052e54c.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/56a17dee-94a5-406c-8a98-8c3ad052e54c) | [![\[OR\] \[AmB\] \[E3\] \[CBS\] \[4\] \[MD\] Map Dependency](https://no-cache.hubspot.com/cta/default/3893111/6a83fad0-5839-4b2d-b99a-e538a564d581.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/6a83fad0-5839-4b2d-b99a-e538a564d581) | [![\[OR\] \[AmB\] \[E3\] \[CBS\] \[4\] \[MPR\] Map Processes and Resources](https://no-cache.hubspot.com/cta/default/3893111/5f50f5a8-ae0e-47e3-be86-5656efec5c26.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/5f50f5a8-ae0e-47e3-be86-5656efec5c26) | [![\[OR\] \[AmB\] \[E3\] \[CBS\] \[4\] \[ITo\] Establish Impact Tolerances](https://no-cache.hubspot.com/cta/default/3893111/28724266-40c3-4d8d-b389-36df36fff573.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/28724266-40c3-4d8d-b389-36df36fff573) | [![\[OR\] \[AmB\] \[E3\] \[CBS\] \[4\] \[SuPS\] Identify Severe but Plausible Scenarios](https://no-cache.hubspot.com/cta/default/3893111/1f645b80-13b9-4266-b1db-9e5312920de8.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/1f645b80-13b9-4266-b1db-9e5312920de8) | [![\[OR\] \[AmB\] \[E3\] \[CBS\] \[4\] \[ST\] Perform Scenario Testing](https://no-cache.hubspot.com/cta/default/3893111/c8bd6171-412e-4c26-8449-1aaeb4e41254.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/c8bd6171-412e-4c26-8449-1aaeb4e41254) |
[](https://cta-redirect.hubspot.com/cta/redirect/3893111/084e620a-46c5-419a-82ed-6a681d15c0b6)[](https://cta-redirect.hubspot.com/cta/redirect/3893111/13a448f1-f09c-42da-a57e-0988e41658c5)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.
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| --- | --- | --- |
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| [![\[BL-OR\] \[3\] FAQ OR-300](https://no-cache.hubspot.com/cta/default/3893111/f20c71b4-f5e8-4aa5-8056-c374ca33a091.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/f20c71b4-f5e8-4aa5-8056-c374ca33a091) | If you have any questions, click to contact us.[![Email to Sales Team \[BCM Institute\]](https://no-cache.hubspot.com/cta/default/3893111/3c53daeb-2836-4843-b0e0-645baee2ab9e.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/3c53daeb-2836-4843-b0e0-645baee2ab9e) | [](https://cta-redirect.hubspot.com/cta/redirect/3893111/7f2718a4-ea80-4f84-a319-dc2d4df37a46) |
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#### **Comments:**
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