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CBS-7 Digital and Online Banking Services
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Digital and online banking services constitute a principal pillar of Metrobank's operational resilience posture.
These services enable real-time financial transactions, digital account access, and seamless client engagement across multiple digital delivery channels.
Given the Philippine banking sector’s increasing reliance on digital platforms, Metrobank must ensure that its digital banking operations remain secure, available, and resilient against disruptions.
This includes safeguarding digital infrastructure, ensuring continuity of service, and maintaining customer confidence through robust incident and continuity management aligned with regulatory expectations for operational resilience.
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Table P1: Detailed Processes for CBS-7
|
Sub-CBS Code |
Name of Sub-CBS |
Description of Sub-CBS |
|
7.1 |
Online Banking Platform Management |
Administration, monitoring, and maintenance of Metrobank’s secure online banking portals, ensuring availability, performance, and regulatory compliance. |
|
7.2 |
Mobile Banking Application Services |
Provision, enhancement, and secure operation of the bank’s mobile banking applications for retail and corporate users, ensuring seamless access to core banking functions. |
|
7.3 |
Digital Account Access and Authentication |
Management of customer authentication systems, including user credentialing, multi-factor authentication, and identity verification to safeguard online access. |
|
7.4 |
Online Funds Transfer and Payment Processing |
Execution and settlement of electronic transfers and payment instructions, including InstaPay, PESONet, internal transfers, bill payment, and merchant payments. |
|
7.5 |
Digital Customer Onboarding and e-KYC |
Facilitation of account opening and customer onboarding via digital channels, including submission of documents, identity validation, and compliance with e-KYC standards. |
|
7.6 |
Digital Customer Support and Service Channels |
Delivery of online customer assistance via chatbots, digital helpdesks, self-service tools, and secure messaging platforms. |
|
7.7 |
Card-Not-Present (CNP) and e-Commerce Transaction Processing |
Management and authorisation of digital card payments for online and mobile commerce transactions, including fraud monitoring and dispute handling. |
|
7.8 |
ATM and Electronic Channel Management |
Governance and resilience of ATM networks and related digital access points used for cash withdrawal, inquiry services, and electronic transfers. |
|
7.9 |
Cybersecurity and Fraud Monitoring for Digital Channels |
Continuous monitoring and response to cyber threats and fraudulent activity targeting digital and online banking systems, including anomaly detection and incident resolution. |
|
7.10 |
Digital Banking Data Management and Reporting |
Administration of customer and transaction data derived from digital platforms, including data integrity, reporting, audit support, and compliance monitoring. |
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Digital and online banking enable Metrobank to deliver secure and efficient financial services that meet contemporary customer expectations.
These sub-processes collectively support the resilience of Metrobank’s digital ecosystem by reducing service disruption risk, mitigating cyber threats, and ensuring continuity in customer transactions.
Establishing clear process delineation and dependencies strengthens Metrobank’s capacity to withstand technology failures, cyber incidents, and operational shocks, thereby safeguarding customer trust and promoting sustainable financial service continuity.
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Gain Competency: For organisations looking to accelerate their journey, BCM Institute’s training and certification programs, including the OR-5000 Operational Resilience Expert Implementer course, provide in-depth insights and practical toolkits for effectively embedding this model.
More Information About OR-5000 [OR-5] or OR-300 [OR-3]
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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