[OR] [MBT] [E3] [CR] [P1] [DP] Detailed Processes (Sub-CBS)

CBS Code

Name of Critical Business Service (CBS)

Description

1

Deposit and Withdrawal Services

Management of retail and corporate deposit accounts, enabling withdrawals via branches, ATMs, or online platforms

2

Payments and Fund Transfers

Processing of interbank and intrabank transfers, bill payments, card transactions, and mobile app fund transfers

3

ATM and Branch Cash Services

Cash withdrawal, deposit, and cheque encashment at branches and ATMs nationwide

4

Corporate Cash Management and Collections

Provision of cash management, receivables, and disbursement services to corporate clients

5

Loan and Credit Services

Loan origination, approval, disbursement, servicing, and collection for retail and corporate clients

6

Treasury and Capital Markets Operations

Management of foreign exchange, liquidity, securities trading, and investment banking services

7

Digital and Online Banking Services

Access to accounts, funds transfer, bill payment, and digital card management via web and mobile apps

8

Wealth Management and Trust Banking

Investment and portfolio management services for high-net-worth individuals and institutional clients

9

Credit Card Issuing and Acquiring Services

Card issuance, payment authorisation, merchant acquiring, and settlement

10

Overseas Remittance and Foreign Exchange Services

Processing of overseas remittances and currency exchange for customers and OFWs

11

Regulatory and Compliance Reporting

Submission of statutory, prudential, and anti-money laundering (AML) reports to BSP and other regulators

12

Third-Party / Outsourced Service Management

Oversight and management of external vendors providing critical systems and services

Sub-CBS Code

Sub-CBS

Description of Sub-CBS

1.1

Cash Deposit at Branches

Customers deposit cash at branches; funds are verified and credited to accounts.

1.2

Deposit via ATMs

Cash deposits made through ATMs are automatically credited after verification.

1.3

Online / Internet Banking Deposits

Electronic fund transfers from external banks via digital channels.

1.4

Cash Withdrawal at Branches

Customers withdraw cash over the counter after balance verification.

1.5

ATM Withdrawals

Cash withdrawals through ATMs using cards and PIN authentication.

1.6

Online / Internet Banking Withdrawals

Electronic outward transfers initiated by customers via online banking.

1.7

Failed Deposits or Withdrawals

Investigation and resolution of failed or incomplete transactions.

1.8

Fraud Detection and Prevention

Monitoring, detection, and investigation of suspicious transactions.

2.1

Transaction Initiation

Customers initiate payments via branches, ATMs, or digital platforms.

2.2

Transaction Validation

Verification of transaction details, limits, and fund availability.

2.3

Transaction Authorization

Approval of transactions based on controls and policies.

2.4

Transaction Settlement

Execution and completion of fund transfers between parties.

2.5

Reconciliation

Matching and validation of transaction records across systems.

2.6

Dispute Resolution

Handling customer disputes related to payment transactions.

2.7

Compliance and Reporting

Regulatory compliance checks and transaction reporting.

2.8

System Maintenance and Monitoring

Continuous monitoring and maintenance of payment systems.

3.1

ATM Cash Withdrawal Services

Provision of cash withdrawal services through the ATM infrastructure.

3.2

Branch Cash Withdrawal Services

Cash withdrawal services are delivered through branch counters.

3.3

Cash Deposit Services

Cash deposit services via branches and deposit-enabled ATMs.

3.4

Cash Handling and Replenishment

Management and replenishment of cash across ATMs and branches.

3.5

ATM Maintenance and Troubleshooting

Maintenance and repair of ATM hardware and software.

4.1

Corporate Account Setup and Onboarding

Onboarding corporate clients, including KYC and account configuration.

4.2

Receivables Management

Collection and processing of corporate receivables.

4.3

Payables and Disbursement Integration

Automated corporate payments, such as payroll and vendor payments.

4.4

Electronic Banking & Treasury Platform Support

Support and monitoring of corporate digital banking platforms.

4.5

Cash Concentration and Liquidity Management

Centralised liquidity pooling and cash management services.

4.6

Cheque Clearing and Settlement Services

Processing and settlement of corporate cheque transactions.

4.7

Corporate Deposits and Cash Vault Services

Secure handling of large corporate cash deposits.

4.8

Collections Reconciliation and Reporting

Reconciliation and reporting of collection activities.

4.9

Complaint, Exception, and Dispute Management

Resolution of service issues and operational exceptions.

4.10

Regulatory and Compliance Monitoring

Monitoring compliance with banking and AML regulations.

5.1

Retail Loan Origination and Assessment

Processing and credit assessment of retail loan applications.

5.2

Corporate and Commercial Credit Underwriting

Credit evaluation and approval for corporate borrowers.

5.3

SME Financing and Credit Processing

Credit assessment tailored for SME customers.

5.4

Credit Approval and Sanctioning

Formal approval of loans via delegated authorities.

5.5

Loan Documentation and Contract Execution

Preparation and execution of loan agreements.

5.6

Collateral Management and Security Registration

Valuation and registration of loan collateral.

5.7

Loan Disbursement and Account Setup

Disbursement of approved loans and system setup.

5.8

Loan Servicing and Customer Support

Ongoing loan administration and customer servicing.

5.9

Credit Monitoring and Risk Review

Monitoring borrower performance and credit exposure.

5.10

Collections and Delinquency Management

Recovery actions for overdue and non-performing loans.

5.11

Regulatory Reporting and Compliance

Regulatory reporting for loan and credit portfolios.

5.12

Loan Portfolio Analytics and Strategy

Portfolio performance analysis and risk strategy.

6.1

Liquidity and Cash Management

Management of daily liquidity positions.

6.2

Money Market Operations

Execution of short-term funding and interbank deals.

6.3

Foreign Exchange Trading and Settlement

Execution and settlement of FX transactions.

6.4

Fixed Income and Securities Trading

Trading and settlement of bonds and securities.

6.5

Derivatives Trading and Risk Management

Derivatives execution and hedging activities.

6.6

Treasury Operations and Back-Office Support

Post-trade processing and settlement support.

6.7

Collateral and Margin Management

Management of collateral and margin requirements.

6.8

Treasury Risk Monitoring and Compliance

Monitoring market and liquidity risks.

6.9

Investment Portfolio Management

Management of investment and liquidity portfolios.

6.10

Market Data and Pricing Support

Maintenance of market data and pricing systems.

7.1

Online Banking Platform Management

Administration, monitoring, and maintenance of Metrobank’s online banking platforms to ensure availability, performance, security, and compliance.

7.2

Mobile Banking Application Services

Provision, operation, and enhancement of mobile banking applications for retail and corporate customers.

7.3

Digital Account Access and Authentication

Management of user access controls, credentials, and multi-factor authentication for digital banking channels.

7.4

Online Funds Transfer and Payment Processing

Processing and settlement of electronic fund transfers and bill payments via digital channels.

7.5

Digital Customer Onboarding and e-KYC

Digital account opening, customer onboarding, and electronic know-your-customer verification.

7.6

Digital Customer Support and Service Channels

Delivery of customer support through online helpdesks, chatbots, and self-service digital tools.

7.7

Card-Not-Present and e-Commerce Transaction Processing

Authorisation and processing of online and mobile card transactions for e-commerce activities.

7.8

ATM and Electronic Channel Management

Operation and resilience management of ATM networks and electronic banking access channels.

7.9

Cybersecurity and Fraud Monitoring

Continuous monitoring, detection, and response to cyber threats and digital fraud incidents.

7.10

Digital Banking Data Management and Reporting

Management, storage, and reporting of customer and transaction data generated from digital banking services.

8.1

Client Onboarding and Profiling

Client due diligence, KYC verification, risk profiling, and suitability assessment for wealth clients.

8.2

Investment Advisory and Portfolio Management

Provision of investment advice, portfolio construction, asset allocation, and portfolio monitoring.

8.3

Trust Account Establishment and Administration

Establishment and ongoing administration of trust accounts and fiduciary arrangements.

8.4

Fund and Asset Management Operations

Operational execution of fund management activities, including custody coordination and settlements.

8.5

Wealth and Estate Planning Services

Advisory services related to estate planning, succession, and wealth transfer strategies.

8.6

Regulatory and Fiduciary Compliance Management

Monitoring and enforcement of fiduciary obligations and regulatory requirements in wealth services.

8.7

Client Reporting and Relationship Management

Preparation of investment reports and ongoing management of client relationships.

8.8

Custodial and Safekeeping Services

Secure custody, safekeeping, and administration of client assets and securities.

9.1

Credit Card Application and Onboarding

Processing of credit card applications, customer evaluation, and account setup.

9.2

Card Issuance and Fulfilment

Production, personalisation, activation, and distribution of credit cards.

9.3

Transaction Authorization and Processing

Real-time authorisation and processing of cardholder transactions.

9.4

Merchant Acquiring and Onboarding

Onboarding and management of merchants for card acquiring services.

9.5

Merchant Transaction and Settlement Services

Processing, clearing, and settlement of merchant card transactions.

9.6

Cardholder Servicing and Collections

Customer service support, dispute handling, billing, and collections for cardholders.

9.7

Fraud Detection and Security Monitoring

Detection, monitoring, and mitigation of card-related fraud and security threats.

9.8

Compliance and Regulatory Management

Compliance with card network rules, AML, and regulatory requirements.

10.1

International Remittance Processing

Processing and settlement of inbound and outbound cross-border remittance transactions.

10.2

Remittance Partner and Correspondent Bank Management

Management of correspondent banks and remittance service partners.

10.3

FX Conversion and Rate Management

Execution of foreign exchange conversions and management of exchange rates.

10.4

OFW Remittance Facilitation

Facilitation of remittance services for overseas Filipino workers.

10.5

Cross-Border Compliance and Sanctions Screening

AML, CFT, and sanctions screening for cross-border remittance and FX transactions.

10.6

Customer Enrolment and KYC for Remittance Services

Customer onboarding and identity verification for remittance and FX services.

10.7

Dispute Resolution and Trace Requests

Handling of remittance disputes, investigations, and transaction trace requests.

10.8

FX Transaction Settlement and Reporting

Settlement, reconciliation, and reporting of foreign exchange transactions.

11.1

Regulatory Reporting Framework

Establishment of governance and processes for regulatory data collection and reporting.

11.2

Compliance Monitoring and Auditing

Ongoing monitoring, testing, and auditing of regulatory compliance obligations.

11.3

Submission of Regulatory Reports

Preparation, validation, and submission of reports to regulators.

11.4

Risk Assessment and Mitigation in Reporting

Identification and mitigation of risks related to regulatory reporting accuracy and timeliness.

11.5

Reporting Systems and Technology

Management of systems and tools supporting regulatory and compliance reporting.

12.1

Vendor Risk Management

Identification, assessment, and management of risks arising from third-party vendors.

12.2

Third-Party Contract Management

Management and oversight of contracts with outsourced and third-party service providers.

12.3

Outsourced Service Monitoring

Performance and compliance monitoring of outsourced and third-party services.

12.4

Service Continuity Planning

Ensuring business continuity and resilience of third-party and outsourced services.

12.5

Compliance and Regulatory Assurance

Assurance that third-party providers comply with applicable regulatory requirements.

12.6

Incident Management and Response

Management of incidents, disruptions, and recovery actions involving third-party services.