It ensures that Metrobank can understand and document how each critical business service (CBS) is delivered, as well as the dependencies that exist across people, processes, technology, and third parties.
For CBS-7 Digital and Online Banking Services, this mapping provides a structured view of the end-to-end digital service ecosystem, enabling customers to access banking products and services through digital channels.
This mapping exercise enables Metrobank to identify vulnerabilities, single points of failure, and dependencies across internal and external functions, ensuring that resilience strategies and impact tolerances are based on a thorough understanding of how these digital services operate in practice.
|
Sub-CBS Code |
Sub-CBS |
Processes |
People |
Technology (Applications & Infrastructure) |
Third-Party Vendors |
Upstream / Downstream Dependencies |
|
7.1 |
Online Banking Platform Management |
Platform administration, system updates, user session management, backend integration with core banking systems |
IT operations, platform engineers, system administrators |
Online banking portal, middleware servers, load balancers, database servers |
Core banking software provider, hosting/cloud service vendors |
Upstream: Core banking systems; Downstream: Customer access channels |
|
7.2 |
Mobile Banking Application Services |
Mobile app deployment, maintenance, version control, security patching, UI/UX updates |
Mobile app developers, cybersecurity team, and digital product managers |
Mobile app framework (Android/iOS), APIs, push notification systems |
App store partners (Apple, Google), API gateway providers |
Upstream: Core banking APIs; Downstream: Customer transactions |
|
7.3 |
Digital Account Access and Authentication |
Login management, multi-factor authentication (MFA), password reset, and session monitoring |
IT security team, access control administrators |
Authentication server, identity management system, MFA solution |
Identity verification providers, SMS gateway vendors |
Upstream: User data management; Downstream: Digital channels (web/mobile) |
|
7.4 |
Online Funds Transfer and Payment Processing |
Processing of intrabank/interbank transfers, bill payments, and merchant settlements |
Payment operations, treasury support, reconciliation officers |
Payment gateway, interbank transfer system (PESONet, InstaPay), transaction monitoring tools |
Payment processors, clearinghouse providers, BSP networks |
Upstream: Core banking and payment authorization systems; Downstream: Beneficiary accounts |
|
7.5 |
Digital Customer Onboarding and e-KYC |
Customer identity verification, document upload, background checks, and account creation |
Compliance team, digital onboarding specialists |
e-KYC platform, document capture system, customer data storage |
e-KYC and AML verification vendors, credit bureaus |
Upstream: Customer data sources; Downstream: Account management systems |
|
7.6 |
Digital Customer Support and Service Channels |
Chatbot operations, live chat handling, and online query management |
Contact center agents, chatbot administrators, and customer service officers |
CRM system, chatbot platform, knowledge base, ticketing tools |
Chatbot service provider, contact center outsourcers |
Upstream: Customer information system; Downstream: Issue resolution workflows |
|
7.7 |
Card-Not-Present (CNP) and e-Commerce Transaction Processing |
Transaction authorization, fraud checks, and chargeback handling |
Payments team, fraud risk management, merchant relationship officers |
Payment processing platform, fraud detection engine, tokenization system |
Card network providers (Visa, Mastercard), fraud analytics partners |
Upstream: Card issuing system; Downstream: Merchant acquirers, settlement systems |
|
7.8 |
ATM and Electronic Channel Management |
ATM transaction processing, cash replenishment monitoring, and terminal management |
Channel operations team, ATM engineers, cash logistics |
ATM management software, switch systems, network communication tools |
ATM vendors, cash logistics partners, network providers |
Upstream: Core banking; Downstream: Customer withdrawals and deposits |
|
7.9 |
Cybersecurity and Fraud Monitoring for Digital Channels |
Threat detection, incident response, transaction anomaly analysis |
Cybersecurity analysts, fraud investigation officers |
SIEM tools, intrusion detection systems (IDS), and fraud analytics software |
Cyber threat intelligence providers, managed security service providers |
Upstream: Digital channel data; Downstream: Incident management and reporting |
|
7.10 |
Digital Banking Data Management and Reporting |
Data extraction, analytics, report generation, compliance reporting |
Data analysts, compliance reporting team, and IT support |
Data warehouse, analytics tools, and regulatory reporting systems |
Data analytics service providers, reporting solution vendors |
Upstream: Core and digital banking data sources; Downstream: BSP and internal reports |
The mapping of processes and resources for CBS-7 Digital and Online Banking Services demonstrates the extensive interconnection between Metrobank’s digital platforms, core banking infrastructure, and third-party ecosystems.
By establishing this detailed view, Metrobank ensures that each sub-service—from online banking to mobile app operations and cybersecurity—has clear accountability and dependency pathways documented.
This understanding enables Metrobank to:
Ultimately, this mapping reinforces Metrobank’s ability to maintain the resilience and continuity of its digital banking services, ensuring that customers retain access to critical financial services even during adverse events.
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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-7 Digital and Online Banking Services | |||||
| CBS-7 DP | CBS-7 MD | CBS-7 MPR | CBS-7 ITo | CBS-7 SuPS | CBS-7 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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