[OR] [CB] [E3] [CBS] [1] [MPR] Map Processes and Resources

CBS-1 Retail Deposit & Account Services

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

Operational resilience regulations require financial institutions to clearly understand how their critical business services (CBS) are delivered and supported.

A key step in this process is mapping processes and resources, which identifies the operational components required to deliver each service and the interconnections among them.

By mapping these elements, organisations can determine potential vulnerabilities, understand dependencies, and strengthen their ability to maintain operations during disruptions.

For Clarien Bank’s CBS-1 Retail Deposit & Account Services, this mapping exercise identifies the detailed operational processes (Sub-CBS) and the supporting resources required to deliver them.

These resources include people, technology platforms, infrastructure, third-party providers, and upstream/downstream operational dependencies.

The mapping enables the bank to better understand how customer account services function end-to-end and ensures that resilience planning aligns with regulatory expectations for operational resilience.

Table P3: Map Processes and Resources for CBS-1

Sub-CBS Code	Sub-CBS	Processes	People	Technology (Applications & Infrastructure)	Third-Party Vendors	Upstream / Downstream Dependencies
1.1	Customer Onboarding & Account Opening	Customer application intake, document submission, and initial account request processing	Relationship Managers, Customer Service Officers, Operations Staff	Core Banking System, Customer Onboarding Platform, CRM, Document Management System	Digital onboarding vendors, identity verification partners	Upstream: Customer channels. Downstream: KYC screening and account setup
1.2	Customer Identity Verification & Compliance Screening	KYC verification, AML screening, sanctions checking	Compliance Officers, Risk & Compliance Team, Operations	AML Screening System, KYC platforms, Sanctions Screening Tools	AML data providers, regulatory databases	Upstream: Onboarding process. Downstream: Account creation approval
1.3	Account Setup & Product Configuration	Creation of account records, assignment of account type and product parameters	Operations Team, Product Management	Core Banking System, Product Configuration Modules	Core banking vendor	Upstream: KYC approval. Downstream: Deposit and transaction services
1.4	Deposit Processing (Cash, Cheque, Electronic)	Processing deposits via branches, ATM, or electronic transfers	Branch Staff, Payment Operations	Core Banking System, Payment Processing System, Cheque Clearing System	Clearing houses, correspondent banks	Upstream: Customer account activation. Downstream: Ledger update
1.5	Withdrawal & Funds Access	ATM withdrawals, branch cash withdrawals, digital withdrawals	Branch Staff, Customer Support, ATM Operations	ATM Network, Core Banking System, Digital Banking Platform	ATM service providers, payment networks	Upstream: Customer authentication. Downstream: Transaction posting
1.6	Internal & External Account Transfers	Fund transfer between accounts, interbank transfers	Payment Operations, Customer Support	Core Banking System, Payment Gateway, SWIFT / interbank networks	Payment network providers, correspondent banks	Upstream: Customer authentication. Downstream: settlement systems
1.7	Digital Banking Access Management	User registration, authentication, and credential management	IT Security Team, Digital Banking Support	Online Banking Platform, Mobile Banking App, Identity & Access Management (IAM)	Digital banking platform vendors	Upstream: Customer onboarding. Downstream: payment and transaction services
1.8	Payment & Bill Payment Processing	Processing utility payments, bill settlements, and scheduled payments	Payment Operations, Customer Service	Payment Processing Platform, Bill Payment Gateway, Core Banking System	Bill payment providers, payment networks	Upstream: Digital banking access. Downstream: transaction posting
1.9	Debit Card Issuance & Transaction Processing	Card issuance, activation, and POS transaction authorisation	Card Operations Team, Customer Support	Card Management System, ATM/POS Processing Platform	Card networks (Visa/Mastercard), card manufacturers	Upstream: Account creation. Downstream: transaction ledger updates
1.10	Account Monitoring & Fraud Detection	Monitoring transactions for fraud, risk alerts, and suspicious activity detection	Fraud Monitoring Team, Risk Management	Fraud Detection Systems, Transaction Monitoring Platforms, Analytics Engines	Fraud detection service providers	Upstream: Transaction processing. Downstream: incident management
1.11	Transaction Posting & Account Ledger Update	Posting transaction entries, balance updates, and account reconciliation	Finance Operations, IT Operations	Core Banking System, Ledger Management Systems	Core banking technology vendors	Upstream: Transaction processing systems. Downstream: statements and reporting
1.12	Customer Notification & Statement Generation	Transaction alerts, monthly statements, and account communications	Customer Service, Communications Team	Notification Platforms, Email/SMS Gateway, Statement Generation System	Communication service providers	Upstream: transaction posting. Downstream: customer communication channels
1.13	Exception Handling & Dispute Management	Handling failed transactions, disputes, and chargebacks	Customer Service, Operations, Compliance	Case Management System, Dispute Management Platform	Payment networks, dispute resolution partners	Upstream: transaction monitoring. Downstream: reconciliation and reporting
1.14	Reconciliation & Financial Control	Daily reconciliation of transactions and balances	Finance Team, Operations, Risk Management	Reconciliation Systems, Core Banking Ledger, Financial Reporting Tools	Audit firms, reconciliation software providers	Upstream: transaction ledger updates. Downstream: regulatory reporting
1.15	Regulatory Reporting & Compliance Monitoring	Reporting to regulators, compliance monitoring, and audit preparation	Compliance Team, Risk Management, Finance	Regulatory Reporting Systems, Data Analytics Platforms	Regulatory reporting vendors	Upstream: financial records. Downstream: regulatory oversight
1.16	Business Continuity & Account Services Recovery	DR activation, service recovery, continuity procedures	BCM Team, IT Infrastructure Team, Crisis Management Team	Disaster Recovery Sites, Backup Infrastructure, Incident Management Platforms	DR service providers, cloud infrastructure vendors	Upstream: resilience planning. Downstream: restoration of account services

Mapping processes and resources for CBS-1 Retail Deposit & Account Services provides Clarien Bank with a comprehensive view of how its retail banking operations are delivered and supported.

By identifying the processes, people, technologies, third-party providers, and operational dependencies associated with each Sub-CBS, the bank can clearly understand the end-to-end service architecture that underpins customer deposit and account services.

This mapping is a foundational component of operational resilience.

It allows Clarien Bank to identify potential points of failure, assess concentration risks, and develop targeted resilience strategies such as redundancy, contingency arrangements, and disaster recovery capabilities.

Ultimately, this structured understanding strengthens the bank’s ability to maintain critical customer banking services during operational disruptions while meeting regulatory expectations for resilience and continuity.

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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