[OR] [BI] [E3] [CBS] [3] [MD] Map Dependency

CBS-3 Retail Financing Services

Introduction

This chapter maps the interconnections and interdependencies that support CBS-3 Retail Financing Services of Bank Islam Malaysia Berhad. In line with operational resilience principles and the 2025 BNM Discussion Paper on Operational Resilience, dependency mapping identifies the people, processes, technology, and third parties that enable each Sub-CBS to operate within defined impact tolerances.

The objective is to provide a structured view of how disruptions may propagate across systems, functions, and external partners, and to support scenario testing, recovery planning, and control enhancement.

By clearly documenting how each Sub-CBS connects to upstream inputs and downstream outputs, the bank can better assess concentration risk, single points of failure, and critical external dependencies—particularly in areas such as Shariah governance, credit decisioning systems, payment infrastructure, and regulatory reporting platforms.

Table P2: Map Dependency for CBS-3

Sub-CBS Code	Sub-CBS	Dependency Type	Dependency Detail (What/Who is involved)	Connectivity (How it connects/interacts with CBS or other components)
3.1	Product Structuring & Shariah Governance	People	Product Development Team, Shariah Committee, Risk Management	Defines Shariah-compliant financing structures (e.g., Murabahah, Tawarruq) that feed into system configuration and documentation templates
		Process	Product approval framework, Shariah review cycle, New Product Approval (NPA) process	Approval outputs become mandatory input before system setup and customer onboarding
		Technology	Product Management System, Document Template Repository	Configured parameters flow into the core banking and financing modules
		Third Party	External Shariah advisors (if applicable)	Independent validation influencing product rollout timeline
3.2	Customer Application Intake & Submission	People	Branch staff, Sales agents, Contact Centre	Initiates financing lifecycle; data captured for credit processing
		Process	KYC/CDD onboarding, application validation checklist	Data passed to Credit Assessment (3.3)
		Technology	LOS (Loan Origination System), eKYC platform, CRM	Interfaces with credit bureau systems and core banking
		Third Party	Credit Bureau (e.g., CTOS/CCRIS), eKYC vendors	Real-time verification feeds into risk scoring
3.3	Credit Assessment & Approval	People	Credit Analysts, Approving Authority, Risk Review	Decision authority determining approval/rejection
		Process	Credit scoring, risk grading, Shariah compliance screening	Output determines documentation and limit creation
		Technology	Credit Scoring Engine, Risk Rating Models	Integrated with LOS and Core Banking System
		Third Party	External data providers (income verification, CCRIS)	Data feeds influencing risk assessment accuracy
3.4	Financing Documentation & Legal Perfection	People	Legal Team, Documentation Officers, Panel Lawyers	Ensures enforceability of contracts
		Process	Contract preparation, stamping, and charge registration	Completed documentation required before disbursement
		Technology	Document Management System (DMS), e-Signature platform	Interfaces with LOS and imaging repository
		Third Party	Panel law firms, Land Office, SSM	External registration confirms collateral perfection
3.5	Disbursement Processing	People	Operations Processing Team, Authorisers	Execute fund release
		Process	Disbursement verification, dual control authorisation	Triggered upon documentation completion
		Technology	Core Banking System (CBS), Payment Gateway, GL system	Post entries and connect to payment rails
		Third Party	Interbank payment network (e.g., RENTAS/IBG), beneficiary bank	Funds transferred externally, where applicable
3.6	Account Setup & Maintenance	People	Operations, Customer Service	Account lifecycle management
		Process	Account activation, limit updates, and the restructuring process	Enables instalment billing and monitoring
		Technology	Core Banking Financing Module	Interfaces with the profit calculation engine
		Third Party	System vendors (core banking provider)	Platform availability directly impacts servicing
3.7	Instalment Collection & Payment Processing	People	Collections Team, Branch Tellers	Monitor and process repayments
		Process	Auto-debit, standing instruction, payment reconciliation	Feeds arrears monitoring (3.9)
		Technology	Payment Switch, Core Banking, Reconciliation System	Interfaces with external clearing systems
		Third Party	FPX provider, Interbank GIRO (IBG), Payment network operators	External settlement dependency
3.8	Profit Calculation & Statement Generation	People	Finance, Product Ops	Ensure Shariah-compliant profit computation
		Process	Monthly accrual calculation, statement production	Outputs feed regulatory and customer reporting
		Technology	Profit Calculation Engine, Statement Generation System	Draws data from core banking
		Third Party	Print & mail vendors (if physical statements)	Service level impacts customer communication
3.9	Arrears Monitoring & Early Intervention	People	Collection Officers, Risk Monitoring	Monitor delinquency thresholds
		Process	Days Past Due (DPD) tracking, reminder cycle	Escalates to Recovery (3.10)
		Technology	Collection Management System, Analytics dashboards	Receives feeds from core banking
		Third Party	SMS/notification vendors	Customer outreach channel dependency
3.10	Recovery & Collection Management	People	Recovery Unit, Legal, External Agencies	Enforcement and recovery strategy
		Process	Restructuring, legal action, collateral disposal	Linked to legal perfection documentation
		Technology	Recovery Tracking System	Updates exposure and impairment calculations
		Third Party	Collection agencies, auctioneers, legal firms	Operational reliance for recovery execution
3.11	Customer Service & Complaint Handling	People	Contact Centre, Branch Service Officers	Frontline engagement
		Process	Complaint management workflow, escalation matrix	Feedback loop to Product & Risk
		Technology	CRM, Case Management System	Integrated with account and financing data
		Third Party	Ombudsman for Financial Services (OFS)	External escalation channel
3.12	Regulatory, Risk & Shariah Reporting	People	Compliance, Risk, Finance, Shariah Secretariat	Oversight and assurance
		Process	BNM regulatory submissions, Shariah reporting cycle	Consolidates data from all Sub-CBS
		Technology	Regulatory Reporting System, Data Warehouse	Aggregates data from core banking & finance systems
		Third Party	Regulator – Bank Negara Malaysia	Mandatory submission channel; compliance dependency

The dependency mapping for CBS-3 Retail Financing Services demonstrates that operational resilience is not confined to system availability alone but extends across governance, people capability, process integrity, and external ecosystem stability. Each Sub-CBS is interconnected, with upstream product structuring influencing downstream servicing, collections, and reporting. Technology platforms such as core banking systems and loan origination systems form central hubs, while third-party dependencies—credit bureaus, payment networks, legal firms, regulators, and service vendors—introduce concentration and contagion risks.

Consistent with regulatory expectations, this mapping enables Bank Islam Malaysia Berhad to identify critical resource dependencies, test severe but plausible disruption scenarios, and strengthen recovery strategies. Ultimately, understanding these interdependencies supports the bank’s ability to maintain retail financing services within defined impact tolerances, safeguarding customers, financial stability, and Shariah compliance obligations.

Implementing Operational Resilience for Bank Islam: Aligning with BNM and Global Best Practices
eBook 3: Starting Your OR Implementation
CBS-3 Retail Financing Services
CBS-3 DP	CBS-3 MD	CBS-3 MPR	CBS-3 ITo	CBS-3 SuPS	CBS-3 ST

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.



	If you have any questions, click to contact us.

Implementing Operational Resilience for Bank Islam: Aligning with BNM and Global Best Practices

[OR] [BI] [E3] [CBS] [3] [MD] Map Dependency

Operational Resilience Certified Planner-Specialist-Expert

CBS-3 Retail Financing Services

Introduction

Table P2: Map Dependency for CBS-3

Comments:

Implementing Operational Resilience for Bank Islam: Aligning with BNM and Global Best Practices

[OR] [BI] [E3] [CBS] [3] [MD] Map Dependency

hbspt.cta._relativeUrls=true;hbspt.cta.load(3893111, '677f466a-109d-4603-b6e8-82e42e2f6e0b', {"useNewLoader":"true","region":"na1"});

Operational Resilience Certified Planner-Specialist-Expert

hbspt.cta._relativeUrls=true;hbspt.cta.load(3893111, 'b78af26b-21f2-4eb5-be89-d10901d460fb', {"useNewLoader":"true","region":"na1"});

hbspt.cta._relativeUrls=true;hbspt.cta.load(3893111, '677f466a-109d-4603-b6e8-82e42e2f6e0b', {"useNewLoader":"true","region":"na1"}); CBS-3 Retail Financing Services

Introduction

Table P2: Map Dependency for CBS-3

hbspt.cta._relativeUrls=true;hbspt.cta.load(3893111, 'd9c4296b-54cd-48e0-ae66-b7f4a8a03ff7', {"useNewLoader":"true","region":"na1"});

Comments:

CBS-3 Retail Financing Services