[OR] [BPI] [E3] [CBS] [1] [MD] Map Dependency

CBS-1 Deposit & Account Services

Introduction

For CBS-1 Deposit and Account Services, dependency mapping is a core operational resilience activity because it helps BPI understand which people, processes, technologies, and third parties must work together to keep deposit and account services available through disruption.

The BCM Institute guidance describes mapping as the process of identifying interconnections and interdependencies among people, processes, information, technology, facilities, and third-party providers so that weaknesses can be identified before they lead to service failures.

For a bank such as BPI, this is especially important because it is a universal bank with a large operating footprint, including 1,173 branches and over 2,700 ATMs and CAMs, serving retail and corporate customers across consumer banking, payments, lending, insurance, securities, and related financial services.

BSP Circular No. 1203 requires Philippine banks to identify critical operations, set tolerance for disruption, map interconnections and interdependencies, assess third-party arrangements, and integrate business continuity management and testing into the operational resilience framework.

The Circular also makes clear that identified critical operations should drive subsequent steps, such as tolerance setting and dependency mapping, and that third-party arrangements supporting critical operations must include provisions to maintain service during disruption or an exit strategy if the provider cannot deliver.

Table P2: Map Dependency for CBS-1

Sub-CBS Code	Sub-CBS	Dependency Type	Dependency Detail (What/ Who is involved)	Connectivity (How it connects/ interacts with the CBS or other components)
1.1	Customer Onboarding and Account Application	People	Branch sales staff, relationship managers, contact centre agents, and onboarding operations staff	Initiates the deposit account lifecycle and feeds customer/application data into KYC, approval, and account setup activities
		Process	Customer data capture, application completeness check, consent capture, product selection workflow	Connects directly to KYC/CDD, product terms setup, and account opening decision points
		Technology	Branch onboarding platform, CRM, digital forms, e-signature/document capture, workflow engine	Provides the digital intake layer for customer information and routes applications to downstream verification and approval systems
		Third Party	ID/document authentication vendors, courier/document logistics, telecom/network providers	Supports remote or branch-based application intake, document validation, and communication with applicants
1.2	Customer Identification and Verification (KYC/CDD)	People	Compliance officers, AML analysts, customer due diligence reviewers, and branch operations staff	Validates customer identity and risk before approval and opening
		Process	Sanctions screening, watchlist screening, risk scoring, beneficial ownership checks, and customer due diligence review	Controls whether a customer proceeds to account approval and determines monitoring intensity after opening
		Technology	KYC platform, AML screening engine, document verification tools, customer master database	Interfaces with onboarding, fraud monitoring, regulatory reporting, and customer maintenance records
		Third Party	External databases, sanctions/watchlist data providers, ID verification services	Supplies external reference data needed to complete identification and screening
1.3	Account Approval and Opening	People	Authorizers, branch managers, operations approvers, risk/compliance escalation points	Provides the formal decision to open the account and activate customer access
		Process	Approval workflow, maker-checker control, exception handling, and account number assignment	Links KYC completion to account creation, product setup, and channel enablement
		Technology	Core banking platform, workflow/approval engine, customer information file (CIF) system	Creates the official account record used by deposits, reporting, transactions, and digital channels
		Third Party	Digital identity service providers, notification/SMS providers	Supports customer notification and, where applicable, remote approval confirmation
1.4	Initial Funding and Deposit Booking	People	Branch tellers, cash operations staff, treasury/settlement support, and branch supervisors	Executes the first funding event and confirms the account is ready for use
		Process	Cash acceptance, transfer-in validation, transaction posting, ledger update, receipt issuance	Connects account opening to the first live balance, reconciliation, and transaction reporting
		Technology	Teller platform, core banking, cash acceptance machine interfaces, payment posting engine	Posts opening deposits and synchronises balances across channels and reporting systems
		Third Party	ATM/CAM hardware support, armoured cash/logistics firms, interbank payment networks	Enables physical cash handling and external funding where the opening deposit comes from another institution or channel
1.5	Product Terms Setup and Account Parameter Maintenance	People	Product managers, deposit operations staff, system administrators, compliance reviewers	Ensure correct product configuration, rates, fees, limits, dormancy rules, and account attributes
		Process	Product parameter maintenance, interest table setup, fee code maintenance, and authority matrix changes	Drives how accounts behave in downstream transaction processing, charging, statements, and reporting
		Technology	Product processor, parameter tables in core banking, configuration management tools	Supply system rules used by transactions, interest accrual, reporting, and digital access controls
		Third Party	Managed service providers, software vendors for core/product engines	Support software maintenance and configuration assurance for deposit product processing
1.6	Deposit Transactions Processing	People	Tellers, branch operations, back-office transaction support, payment operations teams	Handle day-to-day deposits, transfers, account credits, and transactional servicing
		Process	Cash and check deposits, internal transfers, posting validation, cutoff handling, transaction exception handling	Maintains daily account functionality and feeds reconciliation, fraud monitoring, and reporting
		Technology	Core banking, branch teller system, transaction switch, batch and real-time posting engines	Synchronises transaction posting with balance inquiry, statement generation, and channel availability
		Third Party	Check clearing utilities, payment networks, telecom providers	Supports external transaction routing and settlement connectivity
1.7	Withdrawal and Funds Access Processing	People	Tellers, ATM support staff, branch supervisors, customer support teams	Support cash withdrawals, branch withdrawals, debit-based access, and withdrawal exceptions
		Process	Withdrawal authentication, balance validation, overdraft/hold checks, cash dispensing, dispute handling	Connects customer balance availability to branches, ATMs, and digital channels
		Technology	Core banking, ATM switch, debit card management platform, and authentication services	Enables real-time decisioning for customer access to deposit balances
		Third Party	ATM/CAM vendors, network providers, card scheme/network participants, cash logistics partners	Support physical and network-based access to customer funds during normal operations and disruptions
1.8	Account Servicing and Customer Maintenance	People	Branch service staff, customer contact centre, operations, and maintenance teams	Handle profile updates, account status changes, replacement requests, and service inquiries
		Process	Change of address/contact details, account blocking/unblocking, signature updates, account closure or reactivation	Keeps customer records accurate for fraud controls, communications, statements, and compliance
		Technology	CRM, CIF/master data systems, workflow tools, document repositories	Updates master records that affect all downstream account and channel services
		Third Party	Messaging providers, document archiving providers, and contact validation services	Support customer notifications and record retention requirements
1.9	Interest, Fees, and Charges Processing	People	Deposit product operations, finance, product managers, and system support teams	Oversee interest accrual, fee assessment, and correction of charging errors
		Process	Interest calculation, end-of-day accrual, fee posting, waiver processing, exception adjustment	Directly affects customer balances, statements, dispute handling, and regulatory/customer fairness expectations
		Technology	Core banking calculation engine, batch scheduler, pricing/fee tables, GL interface	Feed balances, customer statements, profitability data, and reconciliation
		Third Party	Core software vendors, managed batch support, providers	Support the timely execution of accrual and charging cycles, especially during system changes
1.10	Statement, Passbook, and Balance Reporting	People	Operations reporting staff, branch staff, customer service, print/mail support teams	Provide customers with account information and evidentiary transaction records
		Process	Statement generation, passbook update, balance inquiry handling, and report exception management	Uses posted transaction and balance data from core systems and serves customer transparency and audit requirements
		Technology	Statement engine, document management, online banking portal, mobile app, branch printer/passbook systems	Connects account master and transaction data to customer-facing reporting channels
		Third Party	Print-and-mail vendors, email/SMS notification providers	Support the delivery of physical or electronic statements and customer alerts
1.11	Digital Account Access and Channel Integration	People	Digital banking teams, identity/access management administrators, channel operations, contact centre support	Manage customer access to deposit services through online and mobile channels
		Process	Login enrollment, authentication, device binding, password reset, API/channel synchronisation	Connects deposit accounts to self-service transactions, balance inquiry, alerts, and servicing requests
		Technology	Mobile app, internet banking, API gateway, IAM/MFA platform, middleware, integration services	Provides omnichannel access to the core deposit account and transaction environment
		Third Party	OTP/SMS providers, cloud or CDN providers, telecom and internet service providers	Critical to remote access, authentication delivery, and digital customer experience continuity
1.12	Reconciliation and Exception Management	People	Finance operations, branch operations, reconciliation analysts, and internal control teams	Detect and resolve breaks between source transactions, balances, and ledger postings
		Process	Suspense account review, unmatched item investigation, end-of-day balancing, exception escalation	Connects front-office transaction processing with financial control, reporting accuracy, and service restoration
		Technology	Reconciliation tools, GL systems, core banking extracts, and reporting dashboards	Consolidates data from branches, channels, ATM/CAMs, and settlement feeds
		Third Party	Payment and settlement utilities, managed reconciliation tools, outsourced statement/clearing feeds	Supply external data needed to resolve breaks and confirm transaction completeness
1.13	Fraud Detection and Transaction Monitoring	People	Fraud analysts, AML monitoring teams, security operations, and branch investigators	Monitor abnormal behaviour, investigate alerts, and act on suspicious or unauthorised activity
		Process	Real-time alerting, transaction monitoring, case management, hold/block decisions, investigation and reporting	Protects deposit accounts and channels while linking closely to withdrawals, digital access, and compliance
		Technology	Fraud monitoring engine, behavioural analytics, case management tools, SIEM/security monitoring	Consumes transaction, access, and customer data from core banking and digital channels
		Third Party	Fraud intelligence providers, consortium data services, cyber threat feeds	Enhance detection capability and support response to emerging fraud and cyber risks
1.14	Regulatory Reporting and Compliance Monitoring	People	Compliance officers, regulatory reporting teams, finance controllers, risk managers	Ensure deposit-related operations meet BSP and AML compliance obligations
		Process	Compliance review, report preparation, exception remediation, audit trail retention, issue escalation	Connects deposit operations to supervisory reporting, governance, and board oversight
		Technology	Regulatory reporting engines, data warehouses, MIS dashboards, compliance workflow tools	Aggregates data from onboarding, KYC, transactions, fraud, and reconciliations for reporting and monitoring
		Third Party	Regtech/reporting vendors, external auditors, legal advisers	Support reporting quality, interpretation of requirements, and independent assurance
1.15	Incident Response, Business Continuity, and Recovery	People	BCM team, crisis management team, IT DR teams, business owners, branch and operations leaders	Coordinate response, recovery, workaround execution, and restoration of deposit services
		Process	Incident response, BCP invocation, manual workarounds, service recovery prioritisation, communications and lessons learned	Oversees continuity of all Sub-CBS components and restoration within approved tolerance for disruption
		Technology	DR site, backup infrastructure, alternate connectivity, resilient data replication, crisis communication tools	Supports failover, recovery, and continuity of deposit processing, channels, and customer communications
		Third Party	Alternate telecom providers, recovery site providers, critical software vendors, outsourced service partners	Provide substitution, recovery support, and contingency capacity when primary arrangements fail

Regulatory Requirements and Examples for BPI

Under BSP Circular No. 1203, BPI should treat this dependency mapping as part of its broader operational resilience framework, rather than as a stand-alone process map.

The Circular says the Board should approve identified critical operations because those operations drive the setting of disruption tolerances and the mapping of interconnections and interdependencies.

The BSP also expects mapping to identify the personnel responsible for the exercise, the key resources supporting delivery, key roles whose absence would affect delivery, and the third-party service providers involved in critical operations.

For CBS-1 Deposit and Account Services, this means BPI should be able to demonstrate at least the following regulatory expectations in practice:

Critical operation identification: deposit and account services should be clearly defined as a critical operation if a disruption would materially affect customers or the financial system.

Tolerance for disruption: BPI should define acceptable restoration time, and may also set customer, transaction volume, or transaction value metrics.

Severe but plausible scenarios: BSP gives examples such as a major earthquake, severe typhoon, failure of a critical third-party provider, disruption in payment and settlement systems, or a coordinated cyberattack/ransomware event affecting banks.

Third-party resilience: service arrangements affecting critical operations should include continuity provisions or exit strategies, and BPI should assess substitutes or an in-house fallback.

Integrated BCM and testing: BCM, business impact analysis, incident response, recovery planning, communications, and periodic exercises should support the delivery of critical operations within the defined tolerance.

This chapter’s dependency mapping for CBS-1 Deposit and Account Services shows that BPI’s resilience does not depend on a single application or department, but on a tightly connected operating chain spanning frontline staff, compliance and fraud teams, core banking and digital channels, reconciliation and reporting processes, and multiple external providers.

That is consistent with the BCM Institute view that mapping should give management a holistic view of the systems, processes, and supporting resources required to deliver a critical business service, including elements the organisation does not directly control.

From the perspective of BSP Circular No. 1203, the value of this mapping is that it helps BPI identify weak points, assess whether current arrangements remain within its tolerance for disruption, and decide where to strengthen controls, fallback options, substitutability, and recovery capabilities.

In practice, this dependency map should serve as a working management tool for scenario testing, change management, third-party oversight, and BCM recovery planning, especially for high-impact deposit services that customers rely on daily.


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Operational Resilience in Action: The BPI Transformation Blueprint

[OR] [BPI] [E3] [CBS] [1] [MD] Map Dependency

Operational Resilience Certified Planner-Specialist-Expert

CBS-1 Deposit & Account Services

Introduction

Table P2: Map Dependency for CBS-1

Regulatory Requirements and Examples for BPI

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

Comments:

Operational Resilience in Action: The BPI Transformation Blueprint

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Operational Resilience Certified Planner-Specialist-Expert

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Introduction

Table P2: Map Dependency for CBS-1

Regulatory Requirements and Examples for BPI

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

Comments:

CBS-1 Deposit & Account Services