In the context of operational resilience, it is crucial to understand how the various processes and resources that support a critical business service (CBS) are interconnected and contribute to its overall stability.
For Metrobank's CBS-1 Deposit and Withdrawal Services, mapping these elements provides a comprehensive view of the operational infrastructure that supports the bank's ability to offer seamless and secure banking services to its customers.
This chapter explores the detailed "Map Processes and Resources" for each of the sub-CBS components of CBS-1, ranging from cash deposits at branches to fraud detection and prevention mechanisms.
By understanding these dependencies, Metrobank can ensure that its services are resilient against disruptions and remain available to customers under all circumstances. The mapping also aligns with operational resilience regulations, ensuring compliance and preparedness in the face of unexpected events.
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Sub-CBS Code |
Sub-CBS |
Processes |
People |
Technology (Applications & Infrastructure) |
Third-Party Vendors |
Upstream/Downstream Dependencies |
|
1.1 |
Cash Deposit at Branches |
Cash handling, account crediting, cashier operations |
Branch tellers, branch managers, customer service representatives |
Cash deposit machines, banking software, and branch network infrastructure |
None |
Integration with central banking systems for account updating |
|
1.2 |
Deposit via ATMs |
ATM deposit transaction processing, verification of deposit |
ATM technicians, network operations team |
ATMs, backend systems for deposit verification and crediting |
ATM maintenance providers |
ATM networks, central banking infrastructure |
|
1.3 |
Online/Internet Banking Deposits |
E-banking interface management, deposit transaction verification, and real-time account updates |
E-banking team, IT support |
Online banking platforms, secure transaction processing systems |
Payment gateways, cybersecurity vendors |
Integration with core banking systems, payment processors |
|
1.4 |
Cash Withdrawal at Branches |
Withdrawal request processing, customer authentication, and cash disbursement |
Branch tellers, security personnel |
Cash withdrawal systems, authentication systems |
None |
Integration with account systems, cash handling logistics |
|
1.5 |
ATM Withdrawals |
ATM withdrawal transaction processing, PIN authentication, and cash disbursement |
ATM network operations team, customer service |
ATMs, transaction processing systems, PIN verification systems |
ATM suppliers, maintenance providers |
ATM network infrastructure, core banking systems |
|
1.6 |
Online/Internet Banking Withdrawals |
Online withdrawal request, authentication, and transaction verification |
E-banking team, IT support |
Online banking software, transaction processing systems |
Payment gateway providers, cybersecurity vendors |
Core banking systems, payment processors |
|
1.7 |
Failed Deposits or Withdrawals |
Error detection, transaction reversal, customer notifications |
Customer service, technical support teams |
Transaction processing systems, CRM systems |
None |
Integration with core banking systems for error resolution |
|
1.8 |
Fraud Detection and Prevention |
Fraud monitoring, real-time transaction analysis, fraud alerts, investigation, and resolution |
Fraud prevention team, IT security team, customer service representatives |
Fraud detection systems, transaction monitoring tools, and security infrastructure |
Cybersecurity vendors, fraud detection service providers |
Integration with core banking and transaction systems |
By mapping the processes and resources for each sub-CBS under Metrobank's CBS-1 Deposit and Withdrawal Services, this chapter has highlighted the intricate network of dependencies that ensure seamless banking operations.
From the physical handling of cash at branches to the complex systems supporting online transactions and fraud detection, understanding these connections is vital for maintaining operational resilience.
As Metrobank continues to evolve its services, it is essential to continually monitor these resources and processes to mitigate risks and ensure uninterrupted service delivery. This mapping also serves as a foundation for scenario testing and contingency planning, which are integral components of operational resilience, ultimately ensuring that Metrobank can navigate disruptions and maintain trust with its customers.
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Building Resilient Banking Operations: The Metrobank Operational Resilience Implementation Guide |
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| eBook 3: Starting Your OR Implementation |
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| CBS-1 Deposit and Withdrawal Services | |||||
| CBS-1 DP | CBS-1 MD | CBS-1 MPR | CBS-1 ITo | CBS-1 SuPS | CBS-1 ST |
To learn more about the course and schedule, click the buttons below for the OR-300 Operational Resilience Implementer course and the OR-5000 Operational Resilience Expert Implementer course.
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If you have any questions, click to contact us. |
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