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CBS-1 Retail Deposit & Account Services
Introduction
Mapping Processes and Resources is a critical step in the Operational Resilience![[OR] [BDO] [PH] [E3] [CBS] [1] [MPR] Retail Deposit & Account Services](https://no-cache.hubspot.com/cta/default/3893111/23a5f245-0677-4aea-8a05-e4ced3a69fcd.png)
implementation lifecycle under [Implement Phase – Stage 2: Map Processes and Resources (MPR)].
For BDO Unibank, this exercise ensures that each sub-component of CBS-1: Retail Deposit & Account Services is fully understood in terms of the process flows, supporting resources, and interdependencies that enable service delivery to customers.
In alignment with BSP Circular No. 1203 (2024) on Operational Resilience, banks are required to identify and map people, processes, technology, facilities, and third-party dependencies supporting their critical operations. This mapping allows BDO Unibank to:
- Identify single points of failure
- Understand interconnected risks across systems and vendors
- Enable effective response and recovery strategies
- Support impact tolerance setting and scenario testing
Purpose of the Chapter
The purpose of this chapter is to provide a comprehensive mapping of the processes and resources supporting each Sub-CBS within Retail Deposit & Account Services. Readers will gain:
- A structured understanding of how each service is delivered
- Visibility into critical dependencies across people, technology, and third parties
- Insight into regulatory expectations under BSP Circular 1203
- A foundation for subsequent stages, including impact tolerance setting and severe but plausible scenario testing
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Table P3: Map Processes and Resources for CBS-1
|
Sub-CBF Code |
Sub-CBS |
Processes |
People |
Technology (Applications & Infrastructure) |
Third-Party Vendors |
Upstream / Downstream Dependencies |
|
1.1 |
Customer Onboarding & Account Opening |
Customer data capture, application processing, and KYC initiation |
Branch staff, Relationship managers |
Core Banking System (CBS), CRM, onboarding platform |
ID verification providers |
Upstream: Customer channels; Downstream: KYC, account setup |
|
1.2 |
Customer Identity Verification & Compliance Screening |
KYC checks, AML screening, and sanctions filtering |
Compliance officers, KYC analysts |
AML systems, sanctions screening tools |
Watchlist providers |
Upstream: Onboarding; Downstream: Account approval |
|
1.3 |
Account Setup & Product Configuration |
Account creation, product assignment, parameter setup |
Operations staff |
Core banking, product engine |
— |
Upstream: KYC clearance; Downstream: funding |
|
1.4 |
Initial Funding & Deposit Acceptance |
Cash/cheque deposit, electronic funding |
Tellers, operations staff |
Teller systems, payment gateways |
Payment networks |
Upstream: Account creation; Downstream: ledger posting |
|
1.5 |
Cash Withdrawal & Funds Access |
ATM withdrawal, branch withdrawal |
Tellers, ATM support teams |
ATM network, core banking |
ATM network providers |
Upstream: account balance; Downstream: ledger updates |
|
1.6 |
Account Maintenance & Customer Information Update |
Update customer records, profile maintenance |
Customer service, operations |
CRM, core banking |
— |
Upstream: customer requests; Downstream: compliance |
|
1.7 |
Passbook, Debit Card, Chequebook & Credential Fulfilment |
Card issuance, printing, and delivery |
Card operations team |
Card management system |
Card vendors, printing vendors |
Upstream: account setup; Downstream: access services |
|
1.8 |
Digital Banking Access Management |
User registration, authentication setup |
IT security, digital banking team |
Online banking platform, IAM systems |
OTP/SMS providers |
Upstream: account setup; Downstream: transactions |
|
1.9 |
Balance Inquiry, Statement & Account Information Services |
Generate statements, balance queries |
Customer service, IT support |
Core banking, digital channels |
Email/SMS providers |
Upstream: ledger data; Downstream: customer access |
|
1.10 |
Internal & External Account Transfers |
Fund transfer processing, validation |
Operations, payment team |
Payment systems, core banking |
Payment networks (InstaPay/PESONet) |
Upstream: account balance; Downstream: settlement |
|
1.11 |
Bills Payment & Scheduled Debit Services |
Bill processing, auto-debit execution |
Operations staff |
Billing platforms, payment gateways |
Billers, aggregators |
Upstream: customer instruction; Downstream: settlement |
|
1.12 |
Transaction Posting & Ledger Update |
Transaction recording, reconciliation |
Finance ops, IT |
Core banking ledger |
— |
Upstream: transactions; Downstream: reporting |
|
1.13 |
Interest, Fees & Charges Processing |
Interest calculation, fee deduction |
Finance team |
Core banking, pricing engine |
— |
Upstream: ledger data; Downstream: statements |
|
1.14 |
Exception Handling, Dispute & Error Resolution |
Investigations, adjustments, reversals |
Customer service, dispute team |
Case management systems |
Payment networks |
Upstream: transaction issues; Downstream: resolution |
|
1.15 |
Fraud Monitoring & Protective Controls |
Fraud detection, alerts, and blocking |
Fraud analysts, risk team |
Fraud monitoring systems, AI analytics |
Fraud detection vendors |
Upstream: transactions; Downstream: incident response |
|
1.16 |
Reconciliation, Control & Financial Reporting Support |
Account reconciliation, reporting |
Finance, audit teams |
Reconciliation tools, reporting systems |
— |
Upstream: ledger data; Downstream: financial reporting |
|
1.17 |
Regulatory Reporting & Compliance Monitoring |
Regulatory submissions, compliance checks |
Compliance, regulatory team |
Regulatory reporting systems |
Regulators, reporting platforms |
Upstream: financial data; Downstream: regulators |
|
1.18 |
Service Continuity, Recovery & Incident Response |
DR activation, incident management |
BCM team, IT DR team |
DR systems, backup infrastructure |
DR site providers |
Upstream: disruption event; Downstream: recovery |
|
1.19 |
Dormancy, Restriction, Freeze & Closure Management |
Account status updates, closures |
Operations, compliance |
Core banking |
— |
Upstream: compliance triggers; Downstream: reporting |
|
1.20 |
Third-Party & Infrastructure Dependency Management |
Vendor monitoring, SLA management |
Vendor management team, IT |
Vendor management systems |
Outsourced vendors, cloud providers |
Upstream: vendor inputs; Downstream: service delivery |
Regulatory Alignment with BSP Circular No. 1203 (2024)
The above mapping demonstrates compliance with key regulatory expectations:
1. Identification of Critical Resources
BSP requires banks to identify the people, technology, facilities, and third parties that support critical services.
Example
Fraud monitoring (1.15) identifies AI systems, analysts, and third-party tools.
2. Mapping of Interdependencies
Banks must understand end-to-end dependencies across systems and external providers.
Example
Fund transfers (1.10) depend on payment networks such as InstaPay and PESONet.
3. Third-Party Risk Management
Critical third parties must be identified and monitored.
Example
Card issuance (1.7) and OTP services (1.8) rely on external vendors.
4. Resilience and Recovery Capabilities
Banks must ensure they can respond to and recover from disruptions.
Example
Sub-CBS 1.18 explicitly maps DR infrastructure and recovery teams.
5. Data and System Integrity
Accurate transaction processing and reporting are required.
Example
Ledger updates (1.12) and reconciliation (1.16) ensure financial integrity
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The mapping of processes and resources for CBS-1 Retail Deposit & Account Services provides BDO Unibank with a holistic view of how services are delivered and sustained under normal and disrupted conditions.
By identifying the people, processes, technologies, and third-party dependencies, the bank strengthens its ability to anticipate risks, respond effectively to disruptions, and maintain service continuity.
This structured mapping is not merely a documentation exercise—it is a foundational component of operational resilience. It directly supports:
- Impact tolerance setting
- Severe but plausible scenario design
- Testing and validation of resilience strategies
Ultimately, by aligning with BSP Circular No. 1203, BDO Unibank ensures that its retail deposit services remain robust, recoverable, and customer-centric, even amid evolving operational and cyber threats.
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