In alignment with Metrobank’s operational resilience framework, this chapter maps the processes and resources that underpin the Critical Business Service (CBS-9) Credit Card Issuing and Acquiring Services.
Mapping processes and resources provides a comprehensive view of how each sub-component of the service operates and depends on people, technology, third parties, and interconnected functions within the organisation.
This mapping exercise follows the principles outlined in the BCM Institute’s operational resilience methodology and the blog post “[OR] [P2-S2] What is Mapping of Processes and Resources in Operational Resilience?”. It identifies dependencies across the end-to-end service delivery chain, helping Metrobank understand potential vulnerabilities and plan for disruptions that could impact customer outcomes.
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Sub-CBS Code |
Sub-CBS |
Processes |
People |
Technology (Applications and Infrastructure) |
Third-Party Vendors |
Upstream/Downstream Dependencies |
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9.1 |
Credit Card Application and Onboarding |
Customer application capture, KYC verification, credit scoring, approval workflow |
Credit analysts, customer service reps, compliance officers |
Credit Scoring System, Core Banking Platform, Customer Information File (CIF), Document Management System |
Credit bureaus (e.g., TransUnion, CIBI), ID verification providers |
Upstream: Customer channels (branch, online); Downstream: Card production system |
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9.2 |
Card Issuance and Fulfilment |
Card production request, embossing, personalisation, dispatch and activation |
Card operations team, logistics and fulfilment staff |
Card Management System (CMS), Printing and Embossing Equipment, Secure Data Transfer System |
Card manufacturer and personalisation vendors, courier services |
Upstream: Approved customer data; Downstream: Card activation system |
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9.3 |
Transaction Authorisation and Processing |
Real-time authorisation, clearing and settlement, chargeback handling |
Payment operations team, IT support, fraud analysts |
Transaction Switch, Payment Gateway, Visa/Mastercard Network Interface, Core Banking System |
Visa, Mastercard, network payment processors |
Upstream: POS/ATM network, merchants; Downstream: Settlement system, accounting |
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9.4 |
Merchant Acquiring and Onboarding |
Merchant due diligence, onboarding, terminal deployment, training |
Merchant acquisition team, sales support, compliance |
Merchant Management System (MMS), CRM, Terminal Management System |
Payment terminal suppliers, merchant KYC vendors |
Upstream: Sales operations; Downstream: Transaction processing systems |
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9.5 |
Merchant Transaction and Settlement Services |
Transaction capture, batch processing, reconciliation, settlement disbursement |
Settlement officers, finance and treasury teams |
Settlement Engine, General Ledger, Reconciliation Tool, Secure Payment Gateway |
Payment networks, merchant payment partners |
Upstream: Transaction authorisation; Downstream: Treasury and finance systems |
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9.6 |
Cardholder Servicing and Collections |
Customer service inquiries, dispute resolution, billing, payment posting, and delinquency management |
Customer service centre, collection agents, finance team |
Customer Relationship Management (CRM), Billing System, Collections Platform, Telephony Infrastructure |
Collection agencies, payment collection partners |
Upstream: Card transaction data; Downstream: Credit reporting, accounting systems |
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9.7 |
Fraud Detection and Security Monitoring |
Fraud pattern detection, alert investigation, transaction blocking, and incident escalation |
Fraud monitoring officers, cybersecurity analysts |
Fraud Detection System (FDS), Security Information and Event Management (SIEM), Data Analytics Platform |
Cybersecurity solution providers, threat intelligence partners |
Upstream: Transaction authorisation data; Downstream: Cardholder notification system |
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9.8 |
Compliance and Regulatory Management |
Regulatory reporting, internal audit reviews, compliance tracking, AML/CFT monitoring |
Compliance officers, risk managers, and legal counsel |
Compliance Management System, AML Monitoring Tool, Regulatory Reporting Platform |
RegTech vendors, legal advisors |
Upstream: All sub-CBS processes; Downstream: Regulators (BSP, AMLC) |
Mapping the processes and resources for CBS-9 Credit Card Issuing and Acquiring Services enables Metrobank to visualise the interconnections between people, processes, technology, and third-party dependencies critical to maintaining service continuity.
This comprehensive mapping supports impact tolerance setting, scenario testing, and dependency risk management, ensuring that potential disruptions — whether operational, technological, or third-party related — can be effectively mitigated.
By maintaining a clear understanding of these dependencies, Metrobank can prioritise resilience efforts, optimise resource allocation, and safeguard its customers and stakeholders from disruptions to essential credit card services.
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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-9 Credit Card Issuing and Acquiring Services | |||||
| CBS-9 DP | CBS-9 MD | CBS-9 MPR | CBS-9 ITo | CBS-9 SuPS | CBS-9 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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