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

CBS-1 Retail Deposit & Account Services

[OR] [CB] [E3] [CBS] [1] [MD] Retail Deposit & Account Services

Mapping interconnections and interdependencies is a critical step in strengthening operational resilience for financial institutions.

For a retail bank, the ability to deliver Retail Deposit & Account Services depends on a complex network of people, processes, technology platforms, and third-party service providers working seamlessly together.

Any disruption to these supporting components can affect the bank’s ability to provide essential services, including account opening, deposits, withdrawals, transfers, and customer notifications.

Therefore, identifying and documenting these dependencies enables the organisation to understand how failures may propagate across systems and business processes.

For Clarien Bank, the Critical Business Service CBS-1 Retail Deposit & Account Services supports the fundamental banking relationship between the institution and its customers.

The dependency mapping presented in this chapter highlights how each Sub-CBS relies on supporting resources and external parties.

This mapping aligns with operational resilience principles described in the BCM Institute guidance on mapping interconnections and interdependencies, allowing the bank to better manage risks, plan recovery strategies, and ensure continuity of essential banking services during disruptions.

Table P2: Map Dependency for CBS-1

Sub-CBS Code	Sub-CBS	Component Dependency Type	Component Dependency Detail (What / Who is involved)	Interconnections (How it connects/interacts with CBS components)
1.1	Customer Onboarding & Account Opening	People	Relationship managers, branch staff, and onboarding specialists	Initiate account creation requests and collect customer documentation required for account setup
		Process	Customer onboarding workflow and KYC documentation process	Provides a structured process for collecting client information and initiating account creation
		Technology	Core banking system, onboarding platform, CRM	Stores customer profile and generates new account records
		Third Party	Digital identity providers, document verification vendors	Validate identity documents and customer credentials
1.2	Customer Identity Verification & Compliance Screening	People	Compliance officers, AML analysts	Perform oversight and investigation of flagged customer profiles
		Process	KYC, AML screening and sanctions checks	Ensures regulatory compliance before account activation
		Technology	AML screening systems, sanctions databases	Automatically screen customers against watchlists
		Third Party	Global sanctions list providers, regulatory data vendors	Supply updated regulatory watchlists and risk intelligence
1.3	Account Setup & Product Configuration	People	Product managers, operations staff	Define product parameters and account configuration
		Process	Product configuration and account activation workflow	Links approved customer records with deposit products
		Technology	Core banking platform, product configuration module	Creates deposit accounts and applies interest structures
		Third Party	Banking platform vendors	Provide system support and product configuration tools
1.4	Deposit Processing (Cash, Cheque, Electronic)	People	Branch tellers, operations staff	Process deposits received through physical or digital channels
		Process	Deposit validation and clearing procedures	Ensures deposits are verified before crediting accounts
		Technology	Core banking system, cheque clearing systems	Process deposits and update account balances
		Third Party	Clearing houses, payment networks	Facilitate cheque and electronic clearing activities
1.5	Withdrawal & Funds Access	People	Branch tellers, customer service staff	Facilitate cash withdrawals and service customer requests
		Process	Withdrawal authorization and verification procedures	Validate customer identity and transaction authorisation
		Technology	Core banking system, ATM network	Enable funds withdrawal through branch or ATM channels
		Third Party	ATM network operators, cash logistics providers	Provide ATM infrastructure and cash replenishment
1.6	Internal & External Account Transfers	People	Payment operations team	Monitor and support transfer processing
		Process	Fund transfer authorisation and routing procedures	Initiates transfer instructions between accounts or institutions
		Technology	Payment processing systems, core banking platform	Execute transfers and update account balances
		Third Party	Interbank payment networks	Enable interbank transfers and settlement
1.7	Digital Banking Access Management	People	IT security administrators, digital banking support staff	Manage customer digital credentials and access rights
		Process	Identity authentication and access control procedures	Ensures secure access to online and mobile banking services
		Technology	Digital banking platform, identity management systems	Authenticate users and manage digital sessions
		Third Party	Multi-factor authentication providers	Provide secure authentication mechanisms
1.8	Payment & Bill Payment Processing	People	Payment operations staff	Monitor payment processing and resolve issues
		Process	Bill payment and transaction routing workflows	Facilitate payments to service providers and merchants
		Technology	Payment gateway systems, bill payment platform	Process and route payment instructions
		Third Party	Payment service providers, biller networks	Connect bank customers with billers and merchants
1.9	Debit Card Issuance & Transaction Processing	People	Card services team, customer support	Manage card issuance and lifecycle management
		Process	Card issuance, activation and transaction authorisation	Enables customers to access funds using debit cards
		Technology	Card management system, authorisation switch	Process card transactions and verify available balances
		Third Party	Card networks (e.g., Visa/Mastercard), card personalisation vendors	Provide global card transaction processing infrastructure
1.10	Account Monitoring & Fraud Detection	People	Fraud monitoring analysts	Investigate suspicious activities and fraud alerts
		Process	Transaction monitoring and fraud investigation workflow	Detect and escalate suspicious transaction patterns
		Technology	Fraud monitoring systems, transaction analytics tools	Analyse transaction behaviour and generate alerts
		Third Party	Fraud intelligence and analytics providers	Provide threat intelligence and monitoring capabilities
1.11	Transaction Posting & Account Ledger Update	People	Finance and operations teams	Ensure financial transactions are recorded accurately
		Process	Transaction posting and reconciliation workflow	Updates customer account balances and ledgers
		Technology	Core banking ledger system	Maintains official records of customer balances
		Third Party	Core banking vendors	Provide system maintenance and technical support
1.12	Customer Notification & Statement Generation	People	Customer communications team	Manage delivery of customer notifications
		Process	Statement generation and communication workflows	Inform customers about transactions and balances
		Technology	Notification systems, statement generation platforms	Produce statements and send alerts via digital channels
		Third Party	Email/SMS notification providers	Deliver notifications to customers
1.13	Exception Handling & Dispute Management	People	Customer service team, dispute resolution specialists	Investigate and resolve customer complaints
		Process	Dispute investigation and escalation workflow	Manage transaction disputes and customer issues
		Technology	Case management systems, transaction tracking tools	Track and manage disputes through the resolution lifecycle
		Third Party	Payment networks and merchant acquirers	Assist with transaction investigation and chargebacks
1.14	Reconciliation & Financial Control	People	Finance operations staff	Monitor financial reconciliation and reporting
		Process	Daily reconciliation and financial control procedures	Ensure transaction accuracy across systems
		Technology	Financial reconciliation systems	Compare transaction records across platforms
		Third Party	External auditors, settlement providers	Validate financial accuracy and regulatory compliance
1.15	Regulatory Reporting & Compliance Monitoring	People	Compliance officers and the regulatory reporting team	Prepare regulatory reports and monitor compliance obligations
		Process	Regulatory reporting workflows and compliance monitoring	Ensure reporting to regulators meets legal requirements
		Technology	Compliance monitoring tools and regulatory reporting systems	Automate regulatory data extraction and reporting
		Third Party	Regulatory reporting vendors	Provide compliance reporting infrastructure
1.16	Business Continuity & Account Services Recovery	People	BCM team, IT recovery specialists	Coordinate recovery procedures during disruptions
		Process	Business continuity and disaster recovery procedures	Maintain continuity of deposit and account services
		Technology	Disaster recovery infrastructure, backup systems	Enable rapid restoration of core banking services
		Third Party	Cloud providers, DR site operators	Provide alternate infrastructure and recovery environments

Mapping the interconnections and interdependencies for CBS-1 Retail Deposit & Account Services enables Clarien Bank to clearly understand how its critical retail banking services rely on a network of internal teams, operational workflows, technology platforms, and third-party providers.

This visibility helps identify potential single points of failure and highlights where resilience controls must be strengthened to ensure uninterrupted banking services.

By maintaining a comprehensive dependency map, Clarien Bank can support regulatory expectations for operational resilience, improve risk management, and enhance preparedness for disruptions such as technology outages, cyber incidents, or third-party failures.

The insights gained from this mapping also support effective scenario testing, impact tolerance analysis, and business continuity planning, ensuring that essential customer banking services remain available even under severe but plausible disruption scenarios.

eBook 3: Starting Your OR Implementation
CBS-1 CBS-1 Retail Deposit & Account Services
CBS-1 DP	CBS-1 MD	CBS-1 MPR	CBS-1 ITo	CBS-1 SbPS	CBS-1 ST

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