The purpose of this chapter is to establish a detailed mapping of the processes and supporting resources required for delivering CBS-1 Deposit and Account Services at Equicom Savings Bank.
Process and resource mapping is a key activity within Stage 2 of the Operational Resilience Planning Methodology — Map Processes and Resources (MPR) — and enables the bank to identify the people, technology, infrastructure, third parties, and interdependencies necessary to sustain the continuous delivery of critical business services during disruptions.
Under BSP operational resilience expectations, Philippine banks are required to identify critical operations, map interconnections and interdependencies, understand supporting resources, and assess vulnerabilities that may threaten service delivery.
The identification of critical operations becomes the foundation for setting impact tolerances and conducting severe-but-plausible scenario testing.
The BSP further expects institutions to dynamically maintain mappings as operational environments evolve and to periodically reassess vulnerabilities and dependencies.
Equicom Savings Bank is a medium-sized Philippine savings bank serving retail and SME customers through branch banking, deposit products, cards, online banking, and payment services.
The mapping below provides visibility into critical supporting resources for Deposit and Account Services and supports future impact tolerance setting, dependency analysis, and scenario testing.
Table P3: Map Processes and Resources for CBS-1
|
Sub-CBF Code |
Sub-CBS |
Processes |
People |
Technology (Applications and Infrastructure) |
Third-Party Vendors |
Upstream / Downstream Dependencies |
|
1.1 |
Customer Onboarding and Account Application |
Customer application intake, document collection, and account request creation |
Branch officers, relationship managers, customer service personnel |
Branch banking platform, CRM, document management system, branch network, workstation infrastructure |
Document scanning providers, identity verification providers |
Upstream: customer requests, digital channels; Downstream: KYC verification |
|
1.2 |
Customer Identification and Verification (KYC/CDD) |
Identity validation, sanctions screening, AML verification, risk assessment |
Compliance officers, AML team, and onboarding staff |
AML system, KYC platform, screening engines, customer databases |
Watchlist providers, government databases, AML data providers |
Upstream: onboarding process; Downstream: account approval |
|
1.3 |
Account Approval and Opening |
Review, approval workflow, account creation, customer record generation |
Branch managers, operations staff, account officers |
Core banking system, workflow engines, and account databases |
Digital signature providers |
Upstream: KYC completion; Downstream: deposit setup |
|
1.4 |
Initial Funding and Deposit Booking |
Initial deposits, transaction booking, and account activation |
Tellers, branch operations staff |
Core banking application, transaction processing systems, and payment gateway interfaces |
Payment networks, interbank transfer partners |
Upstream: account opening; Downstream: transaction processing |
|
1.5 |
Product Terms Setup and Account Parameter Maintenance |
Interest setup, account rules maintenance, and fee configuration |
Product management team, operations administrators |
Product management systems, parameter administration modules |
Banking application vendors |
Upstream: approved product structures; Downstream: interest computation |
|
1.6 |
Deposit Transactions Processing |
Deposit posting, balance updates, transaction authorisation |
Tellers, operations staff, transaction monitoring team |
Core banking system, teller platform, transaction switch, database infrastructure |
Clearing networks, payment processors |
Upstream: customer deposits; Downstream: account balances and statements |
|
1.7 |
Withdrawal and Funds Access Processing |
Cash withdrawal, transfer requests, and authorisation |
Branch tellers, ATM support staff, operations personnel |
ATM switch, branch teller system, core banking platform |
ATM operators, BancNet, payment processors |
Upstream: account balances; Downstream: reconciliation |
|
1.8 |
Account Servicing and Customer Maintenance |
Customer updates, address changes, and account profile amendments |
Customer service officers, branch personnel |
CRM, customer databases, branch applications |
Customer communication service providers |
Upstream: customer requests; Downstream: account records |
|
1.9 |
Interest, Fees, and Charges Processing |
Interest accrual, fee calculations, periodic charges |
Product operations, finance personnel |
Core banking calculation engines, batch processing systems |
Banking application vendors |
Upstream: product parameters; Downstream: statements and reporting |
|
1.10 |
Statement, Passbook, and Balance Reporting |
Statement generation, passbook updates, and reporting |
Customer service staff, operations team |
Statement generation systems, reporting engines, and print systems |
Printing vendors, email delivery providers |
Upstream: transaction records; Downstream: customer delivery channels |
|
1.11 |
Digital Account Access and Channel Integration |
Online banking authentication and access management |
Digital banking team, IT support |
Online banking platform, APIs, authentication servers, network infrastructure |
Internet service providers, digital banking partners |
Upstream: customer accounts; Downstream: transaction execution |
|
1.12 |
ATM and Card-Based Access Management |
Card issuance, PIN setup, ATM access control |
Card operations staff, support teams |
Card management system, ATM network infrastructure, transaction switches |
Card vendors, BancNet, ATM providers |
Upstream: account setup; Downstream: customer transactions |
|
1.13 |
Account Reconciliation and Exception Handling |
Transaction reconciliation, mismatch investigation |
Finance staff, operations analysts |
Reconciliation engines, reporting systems |
Payment partners, reconciliation vendors |
Upstream: transaction processing; Downstream: financial reporting |
|
1.14 |
Dormancy, Holds, Restrictions, and Account Control Administration |
Account freeze, restriction management, dormancy processing |
Operations personnel, compliance staff |
Core banking administration modules |
Compliance systems providers |
Upstream: account activity monitoring; Downstream: fraud and servicing functions |
|
1.15 |
Fraud Monitoring and Transaction Surveillance |
Transaction surveillance, anomaly detection, alert investigations |
Fraud analysts, compliance investigators |
Fraud monitoring platform, SIEM, analytics tools |
Fraud intelligence providers |
Upstream: transaction feeds; Downstream: alerts and investigations |
|
1.16 |
Complaints, Disputes, and Service Recovery |
Complaint handling, dispute resolution, escalation |
Customer care staff, operations managers |
Case management systems, CRM, and call centre platform |
Contact centre service providers |
Upstream: customer issues; Downstream: corrective actions |
|
1.17 |
Regulatory Reporting and Compliance Monitoring |
Regulatory submissions, compliance monitoring, and audit reporting |
Compliance officers, risk management staff |
Regulatory reporting tools, analytics platforms, and data warehouse |
Regulatory reporting software vendors |
Upstream: operational data; Downstream: BSP reporting and audit review |
For BSP-regulated banks, the mapping exercise is not merely a documentation exercise.
BSP Circular No. 1203 requires banks to identify critical operations and map supporting interconnections and interdependencies to understand vulnerabilities and single points of failure.
Examples relevant to Deposit and Account Services include:
BSP also expects banks to establish disruption tolerances and test whether critical operations can continue under severe but plausible scenarios such as cyberattacks, technology outages, third-party failures, or pandemics.
The process and resource mapping for CBS-1 Deposit and Account Services provides Equicom Savings Bank with a structured understanding of the operational ecosystem supporting one of its most important customer-facing services.
Mapping across processes, people, technologies, vendors, and dependencies enables visibility into interconnected operational components and highlights areas of concentration risk and resilience weaknesses.
More importantly, this mapping serves as the foundation for subsequent operational resilience activities, including dependency mapping, impact tolerance setting, development of severe-but-plausible scenarios, and scenario testing.
By maintaining these mappings as a living operational artefact, Equicom Savings Bank can align with the expectations set by BSP Circular No. 1203 and strengthen its ability to withstand, adapt to, and recover from operational disruptions while continuing to serve customers and protect financial stability.
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