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

Written by Moh Heng Goh | Apr 2, 2026 7:59:00 AM

CBS-1 Deposit & Account Services

Introduction

Mapping Processes and Resources is a critical step within the Operational Resilience (OR) implementation lifecycle, particularly under the “Implement Phase – Stage 2: Map Processes and Resources (MPR).” This stage enables organisations to systematically identify and document the end-to-end processes, supporting resources, and interdependencies required to deliver each Critical Business Service (CBS).

For CBS-1 Deposit and Account Services, this mapping ensures that all operational components—people, processes, technology, and third parties—are clearly understood and aligned with resilience objectives. In accordance with BSP Circular No. 1203, Philippine banks must demonstrate a comprehensive understanding of their critical operations, including dependencies and vulnerabilities, to ensure continuity under severe but plausible scenarios.

This chapter provides a structured mapping of processes and resources supporting each Sub-CBS, ensuring traceability, accountability, and resilience preparedness.

Purpose of the Chapter

The purpose of this chapter is to:

Provide a structured mapping of processes and resources supporting each Sub-CBS under CBS-1
Enable identification of critical dependencies and single points of failure
Support scenario testing and impact tolerance validation
Ensure compliance with BSP operational resilience requirements, particularly in end-to-end mapping, third-party risk management, and ICT resilience

Table P3: Map Processes and Resources for CBS-1

Sub-CBF Code	Sub-CBS	Processes	People	Technology (Applications & Infrastructure)	Third-Party Vendors	Upstream / Downstream Dependencies
1.1	Customer Onboarding and Account Application	Customer application intake, data capture, document submission	Branch officers, Relationship managers	Front-end onboarding systems, CRM, and document management systems	KYC utilities, ID verification providers	Upstream: Customer interaction channels; Downstream: KYC verification (1.2)
1.2	Customer Identification and Verification	KYC/CDD checks, sanctions screening, identity validation	Compliance officers, KYC analysts	KYC/AML systems, sanctions screening tools	Credit bureaus, government ID databases	Upstream: Onboarding (1.1); Downstream: Account approval (1.3)
1.3	Account Approval and Opening	Account validation, approval workflows, account creation	Operations staff, Branch managers	Core banking system (CBS), workflow engines	None / regulatory integrations	Upstream: KYC (1.2); Downstream: Funding (1.4)
1.4	Initial Funding and Deposit Booking	Deposit processing, account funding validation	Tellers, Operations staff	Core banking system, payment gateway	Payment networks, clearing houses	Upstream: Account opening (1.3); Downstream: Account maintenance (1.5)
1.5	Product Terms Setup and Account Parameter Maintenance	Interest setup, account configuration, product linkage	Product managers, Operations teams	Product configuration modules, CBS	None	Upstream: Funding (1.4); Downstream: Transaction processing (1.6)
1.6	Deposit Transactions Processing	Deposit posting, clearing, settlement	Tellers, Operations, IT support	Core banking, clearing systems, batch processing engines	Clearing networks, interbank systems	Upstream: Account setup; Downstream: Reporting (1.10), reconciliation (1.13)
1.7	Withdrawal and Funds Access Processing	Withdrawal handling, fund transfers	Tellers, Customer service staff	ATM systems, CBS, payment switches	ATM networks (e.g., BancNet), payment providers	Upstream: Transaction processing (1.6); Downstream: Fraud monitoring (1.15)
1.8	Account Servicing and Customer Maintenance	Profile updates, account modifications	Customer service, Branch staff	CRM, CBS	None	Upstream: Active accounts; Downstream: Reporting (1.10)
1.9	Interest, Fees, and Charges Processing	Interest calculation, fee deduction	Finance teams, Operations	CBS, financial engines	None	Upstream: Account balances; Downstream: Reporting (1.10)
1.10	Statement, Passbook, and Balance Reporting	Statement generation, balance inquiry	Operations staff, Customers	Reporting systems, digital banking apps	Print vendors, email/SMS providers	Upstream: Transactions (1.6); Downstream: Customer servicing (1.8)
1.11	Digital Account Access Enablement	Online banking setup, authentication provisioning	IT teams, Digital banking support	Mobile apps, web portals, IAM systems	Cloud providers, OTP/SMS vendors	Upstream: Account creation; Downstream: Transactions (1.6)
1.12	ATM and Card-Based Access Management	Card issuance, ATM access control	Card operations team	Card management systems, ATM infrastructure	Card networks (Visa, Mastercard), ATM service providers	Upstream: Account opening; Downstream: Withdrawal (1.7)
1.13	Account Reconciliation and Exception Handling	Ledger reconciliation, exception resolution	Finance, Operations teams	Reconciliation tools, CBS	External auditors	Upstream: Transactions (1.6); Downstream: Regulatory reporting (1.17)
1.14	Dormancy, Holds, Restrictions, and Account Control Administration	Account freezing, dormancy tagging	Compliance teams, Operations	CBS control modules	None	Upstream: Account servicing; Downstream: Compliance reporting (1.17)
1.15	Fraud Monitoring and Transaction Surveillance	Fraud detection, alert management	Fraud analysts, Risk teams	Fraud detection systems, AI analytics tools	Fraud monitoring service providers	Upstream: Transactions (1.6, 1.7); Downstream: Incident response (1.18)
1.16	Complaints, Disputes, and Service Recovery	Complaint handling, dispute resolution	Customer service, Ombudsman liaison	Case management systems, CRM	Arbitration bodies, regulators	Upstream: Customer interactions; Downstream: Regulatory reporting (1.17)
1.17	Regulatory Reporting and Compliance Support	Report preparation, compliance validation	Compliance officers, Risk teams	Regulatory reporting systems	Regulators (e.g., BSP)	Upstream: All processes; Downstream: Governance oversight
1.18	Business Continuity and Recovery for Deposit Services	DR activation, crisis response, recovery execution	BCM team, IT DR teams, Crisis management team	DR sites, backup systems, communication tools	DR site providers, telecom providers	Upstream: All Sub-CBS; Downstream: Full service restoration

Regulatory Alignment with BSP Circular No. 1203 (2024)

The above mapping aligns with key requirements of BSP Circular No. 1203, including:

End-to-End Mapping of Critical Business Services
Banks must identify and map the resources and interconnections supporting each CBS.
Example: Mapping dependencies between onboarding (1.1), KYC (1.2), and account opening (1.3).
Identification of Critical Resources and Dependencies
Institutions must document people, technology, facilities, and third parties.
Example: Reliance on ATM networks, payment gateways, and cloud providers in 1.7 and 1.11.
Third-Party Risk Management Integration
Critical outsourced services must be identified and assessed.
Example: Card networks, KYC vendors, and telecom providers supporting digital and ATM services.
Operational Resilience Testing Readiness
Mapping supports scenario testing and impact tolerance validation.
Example: Fraud detection (1.15) and BC/DR (1.18) linked to cyber and operational disruption scenarios.
Governance and Accountability
Clear ownership of processes and resources must be defined.
Example: Compliance ownership in regulatory reporting (1.17) and fraud monitoring (1.15).

The mapping of processes and resources for CBS-1 Deposit and Account Services provides a comprehensive view of how the Land Bank of the Philippines delivers one of its most critical services.

By systematically identifying the processes, people, technologies, and third-party dependencies supporting each Sub-CBS, LBP strengthens its ability to anticipate, withstand, and recover from disruptions.

This structured mapping is not merely a documentation exercise—it is a foundational capability for operational resilience.

It enables effective scenario testing, impact tolerance setting, and risk management, all of which are central to compliance with BSP Circular No. 1203. Ultimately, it ensures that LBP can continue delivering essential banking services to customers, even under severe but plausible conditions, thereby reinforcing trust, stability, and regulatory confidence.

Strengthening Operational Resilience in Land Bank of the Philippines: A Practical Implementation Guide
eBook 3: Starting Your OR Implementation
CBS-1 Deposit & Account Services
CBS-1 DP	CBS-1 MD	CBS-1 MPR	CBS-1 ITo	CBS-1 SuPS	CBS-1 ST

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