[OR] [MBT] [E3] [CR] [P2] [MD] Map Dependency

Consolidated Report
Map Dependency for CBF-1 to CBF-12

This chapter, Map Dependency for Metrobank, provides a structured and systematic view of how Metrobank’s Critical Business Services (CBS) are supported by underlying resources, processes, technologies, people, and third-party arrangements.

In an increasingly complex and interconnected banking environment, operational disruptions rarely occur in isolation; they cascade through multiple dependencies across the organisation and its external ecosystem.

This chapter is therefore designed to help readers understand why dependency mapping is a foundational element of Operational Resilience and how it enables Metrobank to identify vulnerabilities that could threaten the continuity of its most critical business services.

The purpose of this chapter is to equip readers with a clear understanding of what dependencies exist for each Critical Business Service, how those dependencies are interconnected, and where concentration or single points of failure may arise.

By the end of this chapter, readers are expected to appreciate the rationale for mapping dependencies as a prerequisite for impact tolerance setting, scenario testing, and resilience investment decisions.

The chapter also establishes a common language and a structured dataset that support consistent analysis across business units, enabling the use of dependency information with confidence for management oversight, regulatory submissions, and ongoing resilience improvements.

Table P2: Map Dependency for CBS-1 to CBS-12

Sub-CBS Code	Sub-CBS	Dependency Type	Dependency Detail	Connectivity
1.1	Cash Deposit at Branches	People	Branch tellers and managers	Manual processing of deposits at branch counters
1.2	Deposit via ATMs	Technology	ATMs, core banking system	ATM network connects to the core banking platform
1.3	Online Banking Deposits	Technology	Internet banking platform	Real-time transaction posting to core systems
1.4	Cash Withdrawal at Branches	People	Tellers, branch operations staff	Over-the-counter withdrawal processing
1.5	ATM Withdrawals	Technology	ATM network, transaction switch	Automated cash dispensing via core banking
1.6	Online Banking Withdrawals	Technology	Digital banking systems	Online request routed to core banking
1.7	Failed Transactions Handling	People / Technology	Operations staff, system alerts	Manual intervention triggered by system failures
1.8	Fraud Detection & Prevention	Technology / Third Party	Fraud monitoring tools, security vendors	Continuous monitoring integrated with transaction flow
2.1	Transaction Initiation	Technology	Core banking, payment gateway	Digital and branch channels initiate payments
2.2	Transaction Validation	Technology	Core banking, fraud systems	Validation rules and fraud checks applied
2.3	Transaction Authorisation	People / Technology	Authentication systems, customer service	Multi-factor and manual approvals
2.4	Transaction Settlement	Technology	Payment networks, clearing systems	Settlement through domestic and international rails
2.5	Reconciliation	Process / Technology	Accounting systems	Matching and exception handling
2.6	Dispute Resolution	People / Process	Customer service, dispute systems	Manual case handling with system support
2.7	Compliance & Reporting	Process / Technology	Regulatory reporting tools	Automated regulatory submissions
2.8	System Monitoring & Maintenance	People / Technology	IT operations, monitoring tools	Continuous system health monitoring
3.1	ATM Cash Withdrawal Services	People	ATM custodians, IT support	Physical and technical ATM support
3.1	ATM Cash Withdrawal Services	Technology	ATM network, core banking	Real-time withdrawal processing
3.1	ATM Cash Withdrawal Services	Third Party	ATM vendors, cash-in-transit	External servicing and replenishment
3.2	Branch Cash Withdrawal Services	People	Branch tellers	Counter-based withdrawals
3.2	Branch Cash Withdrawal Services	Technology	Teller systems	Transaction recording and posting
3.3	Cash Deposit Services	People	Tellers, ATM operators	Deposit acceptance and verification
3.3	Cash Deposit Services	Technology	Deposit ATMs, counting machines	Automated validation and crediting
3.4	Cash Handling & Replenishment	Process / Third Party	Cash logistics providers	Scheduled cash delivery and vaulting
3.5	ATM Maintenance & Troubleshooting	People / Third Party	Field engineers, vendors	Preventive and corrective maintenance
4.1	Corporate Account Onboarding	People	Relationship managers	Client due diligence and onboarding
4.1	Corporate Account Onboarding	Technology	Onboarding and KYC systems	Data capture and verification
4.1	Corporate Account Onboarding	Third Party	External KYC providers	Identity and credit validation
4.2	Receivables Management	Process / Technology	Receivables systems	Automated posting and reconciliation
5.1	Retail Loan Origination	People	Loan officers, credit analysts	Credit assessment and approval
5.2	Corporate Credit Underwriting	People	Underwriters, risk managers	Financial and risk analysis
5.3	SME Financing Processing	Technology	Loan processing systems	Automated workflow and scoring
5.4	Credit Approval & Sanction	People / Process	Credit committees	Approval governance and controls
5.5	Loan Documentation	People / Process	Legal teams, document systems	Contract execution and storage
5.6	Collateral Management	Technology / Third Party	Collateral systems, registries	Security registration and monitoring
5.7	Loan Disbursement	Technology	Disbursement platforms	Funds transfer to borrower accounts
5.8	Loan Servicing & Support	People / Technology	Customer service, CRM	Ongoing servicing and inquiries
5.9	Credit Monitoring	People / Technology	Risk monitoring tools	Portfolio risk tracking
5.10	Collections Management	People / Technology	Collections teams, CRM	Delinquency management
5.11	Regulatory Reporting	People / Third Party	Compliance teams, regulators	Statutory submissions
5.12	Loan Portfolio Analytics	Technology	Analytics platforms	Portfolio performance analysis
6.1	Liquidity and Cash Management	People	Treasury liquidity managers, cash analysts	Coordinate with branches, payment operations, and central bank reporting teams
		Process	Daily cash positioning, liquidity forecasts, intraday liquidity controls	Feeds into settlement operations, regulatory liquidity ratios, and funding decisions
		Technology	Liquidity management system, core banking platform, SWIFT	Real-time data exchange with payment systems and funding dashboards
		Third Party	Correspondent banks, BSP payment systems	Clearing and settlement activity with domestic and global banking partners
6.2	Money Market Operations	People	Money market traders, funding desk	Coordination with risk and balance sheet management teams
		Process	Short-term funding, repo transactions, interbank placements	Links to liquidity metrics, funding strategy, and counterparty operations
		Technology	Trading platforms, market terminals	Data feeds into treasury systems and settlement modules
		Third Party	Interbank market participants, custodians	Settlement and confirmation of placements and borrowings
6.3	FX Trading & Settlement	People	FX traders, settlement officers	Interface with global banks and the internal settlement desk
		Process	Spot, forward FX execution, confirmation, and clearing	Integrates with Nostro accounts and central bank reporting
		Technology	FX trading system, SWIFT, market-data terminals	Real-time pricing, order execution, settlement messaging
		Third Party	FX counterparties, FX settlement systems	Cross-currency clearing and liquidity coordination
6.4	Fixed Income & Securities Trading	People	Bond dealers, securities trading desk	Coordination with custodians, investment desk, and compliance
		Process	Execution, clearing, and coupon processing	Feed into securities depository and portfolio systems
		Technology	Securities trading systems, trading terminals	Order routing to market and settlement interfaces
		Third Party	Securities exchanges, custodians, and depositories	Trade execution and securities safekeeping
6.5	Derivatives Trading & Risk Management	People	Derivatives structuring team, risk officers	Liaise with legal, credit risk, and counterparties
		Process	OTC and exchange-traded derivatives lifecycle management	Integrate valuation models and collateral workflows
		Technology	Derivatives trading system, pricing engines	System feeds risk and valuation platforms
		Third Party	Clearing brokers, CCPs	Margining, novation, and clearing services
6.6	Treasury Operations & Back-Office Support	People	Operations staff, reconciliation team	Link with traders, custodian banks, and accounting
		Process	Trade affirmation, settlement, reconciliation	Post-trade flow supporting all trading desks
		Technology	Operations workflow system, reconciliation tools	Interfaces with banking core and settlement networks
		Third Party	Clearing institutions, custodians	Settlement and trade verification
6.7	Collateral & Margin Management	People	Collateral analysts, treasury operations	Coordinate with counterparty management and risk
		Process	Collateral calls, margin reconciliation	Links to derivatives and repo desks
		Technology	Collateral management system	Real-time collateral tracking across markets
		Third Party	Clearing houses, custodians	Margin posting and collateral safekeeping
6.8	Treasury Risk Monitoring & Compliance	People	Market risk officers, compliance unit	Direct oversight interaction with front-office desks
		Process	Limit monitoring, stress testing, and regulatory reporting	Feeds senior management reporting and risk dashboards
		Technology	Risk management platform, monitoring tools	System connectivity to trade feeds and pricing engines
		Third Party	Regulators, external auditors	Regulatory compliance and assurance
6.9	Investment Portfolio Management	People	Portfolio managers, research analysts	Interface with traders, risk, and treasury operations
		Process	Portfolio allocation, execution, and accounting	Connected to core treasury and securities platforms
		Technology	Portfolio management system	Integrated with risk analytics and trade systems
		Third Party	Fund managers, custodians	Execution and holding administration
6.10	Market Data & Pricing Support	People	Market data analysts, IT market data support	Serve traders, risk, and valuation teams
		Process	Market data acquisition, validation, and distribution	Pricing inputs to trading and risk systems
		Technology	Market data terminals, pricing engines	API connectivity to front-to-back systems
		Third Party	Data providers, exchanges	Source for prices, benchmarks, indices
7.1	Online Banking Platform Management	Technology	Core banking system, cloud infrastructure, API interfaces	Integrates with mobile banking, account management, and payment systems
		People	IT operations team, platform administrators	Manage system uptime, patching, and updates
		Third Party	Cloud service providers, system integrators	Provides hosting, support, and maintenance
7.2	Mobile Banking Application Services	Technology	iOS/Android apps, backend APIs, push notification services	Connects to online banking, payments, and customer accounts
		People	App developers, QA testers, support staff	Develop, test, and maintain app functionality
		Third Party	App store platforms, mobile analytics providers	Distribution, usage monitoring
7.3	Digital Account Access and Authentication	Technology	MFA systems, authentication servers, and biometric modules	Ensures secure access across online and mobile channels
		People	Security team, IT admins	Monitor and maintain authentication systems
		Third Party	Identity verification providers, MFA solution vendors	Supports customer identity verification and secure login
7.4	Online Funds Transfer and Payment Processing	Technology	Payment gateways, RTGS/NACH connections, ACH systems	Connects to accounts, card processing, and third‑party payment networks
		People	Payment operations team, fraud analysts	Monitor transactions, resolve payment failures
		Third Party	Payment processors, partner banks, and clearing houses	Facilitate interbank and cross‑border transfers
7.5	Digital Customer Onboarding and e‑KYC	Technology	e‑KYC platform, document verification systems	Interfaces with core banking and compliance systems
		People	Compliance officers, onboarding staff	Approve accounts and verify documents
		Third Party	KYC verification providers, ID document validators	Ensures compliance and fraud prevention
7.6	Digital Customer Support and Service Channels	Technology	Chatbots, CRM, ticketing systems	Connects customer queries to operations and support staff
		People	Customer service reps, technical support	Handle inquiries and troubleshoot issues
		Third Party	Outsourced call centres, chatbot providers	Extend customer service capabilities
7.7	CNP and e‑Commerce Transaction Processing	Technology	Payment gateways, fraud detection systems, and card networks	Interfaces with merchant systems and online banking
		People	Fraud monitoring team, payment operations	Monitor transactions and flag suspicious activities
		Third Party	Card networks, payment processors, fand raud analytics providers	Facilitate card‑not‑present transactions securely
7.8	ATM and Electronic Channel Management	Technology	ATM network, POS terminals, and monitoring systems	Connects to core banking and digital channels
		People	ATM operations, network engineers	Maintain uptime and resolve technical issues
		Third Party	ATM vendors, POS providers, service contractors	Hardware maintenance and replenishment
7.9	Cybersecurity and Fraud Monitoring for Digital Channels	Technology	SIEM, threat detection systems, firewalls	Protects all digital banking channels
		People	Cybersecurity analysts, incident response team	Monitor and respond to cyber threats
		Third Party	Security solution vendors, threat intelligence providers	Provide advanced detection and mitigation tools
7.10	Digital Banking Data Management and Reporting	Technology	Data warehouses, analytics tools, BI dashboards	Connects to all sub‑services for reporting and decision‑making
		People	Data analysts, reporting officers	Generate insights and compliance reports
		Third Party	Cloud analytics providers, BI solution vendors	Support data storage, processing, and visualisation
8.1	Client Onboarding and Profiling	People	Relationship Managers, Compliance Officers, KYC Analysts	Coordinate with clients and compliance teams
		Process	Customer Due Diligence (CDD), AML screening	Interfaces with Compliance Systems and Central Client Database
		Technology	CRM System, eKYC Tools	Integrates with digital onboarding platforms and secure storage
		Third Party	Credit Bureau, Identity Verification Vendors	Provides verification data through secure API connections
8.2	Investment Advisory and Portfolio Management	People	Portfolio Managers, Investment Advisors, Research Analysts	Collaborate through reviews and client consultations
		Process	Risk Assessment, Investment Suitability Evaluation	Links to Investment Governance Framework and Risk Oversight Committee
		Technology	Portfolio Management Systems, Market Data Feeds	Connected to Bloomberg, Reuters, and in‑house analytics
		Third Party	Fund Managers, Custodians, Investment Research Providers	Data and transaction execution through external channels
8.3	Trust Account Establishment and Administration	People	Trust Officers, Legal Counsels, Account Administrators	Draft trust deeds and monitor compliance
		Process	Account Setup, Documentation Verification	Interfaces with document management and approval systems
		Technology	Trust Account Management System, Electronic Repository	Synchronizes with client information and accounting systems
		Third Party	Legal Advisors, Auditors	External validation for compliance and legal review
8.4	Fund and Asset Management Operations	People	Fund Managers, Operations Analysts	Execute trades, reconcile positions, report performance
		Process	Trade Execution, NAV Calculation, Reconciliation	Interacts with core banking and accounting platforms
		Technology	Fund Accounting System, Trading Platform	Integrated with market exchanges and settlement systems
		Third Party	Brokers, Custodian Banks, Market Exchanges	Facilitate execution, settlement, and safekeeping
8.5	Wealth and Estate Planning Services	People	Wealth Planners, Tax Advisors, Legal Experts	Conduct planning sessions with clients
		Process	Estate Structuring, Tax Review	Linked to legal and compliance workflows
		Technology	Financial Planning Software, Document Storage	Connects to client databases and risk tools
		Third Party	External Tax Consultants, Law Firms	Provide specialized legal and financial advice
8.6	Regulatory and Fiduciary Compliance Management	People	Compliance Officers, Risk Managers, Internal Auditors	Oversee adherence to regulatory requirements
		Process	Monitoring, Reporting, Internal Audit	Integrated with regulatory reporting systems
		Technology	Compliance Management System, AML Monitoring Software	Connected to client and transaction databases
		Third Party	Regulatory Authorities, Audit Firms	Periodic reviews and compliance reporting
8.7	Client Reporting and Relationship Management	People	Relationship Managers, Client Service Reps	Provide performance reports and address inquiries
		Process	Report Generation, Client Feedback Loop	Linked to CRM and portfolio systems
		Technology	Client Reporting Dashboard, Secure Communication Platform	Synchronises data from portfolio and accounting systems
		Third Party	Printing and Mailing Vendors, Data Hosting Providers	Support secure distribution of reports
8.8	Custodial and Safekeeping Services	People	Custodian Officers, Operations Staff	Manage securities settlement and recordkeeping
		Process	Securities Custody, Settlement, Asset Verification	Linked to core banking and settlement systems
		Technology	Custody Management System, SWIFT Messaging	Interfaces with domestic and international depositories
		Third Party	Securities Depositories, Sub‑Custodians	Provide safekeeping and transaction confirmation
9.1	Credit Card Application and Onboarding	People	Customer service staff, credit analysts, risk team	Review/approve applications; link with risk systems
		Process	Application intake, KYC, credit scoring, approval workflow	Integrated with digital banking and core banking
		Technology	CRM systems, credit scoring engines, and onboarding portals	Data feeds from applicant systems into CRM
		Third Party	Credit bureaus, document verification vendors	Exchange data for credit history and identity
9.2	Card Issuance and Fulfilment	People	Card operations team, printing and dispatch staff	Manage personalisation and physical distribution
		Process	Card personalisation, PIN generation, packaging, and delivery	Linked with secure production facilities and logistics
		Technology	Card management system (CMS), PIN mailer system	Secure data exchange for card data generation
		Third Party	Card manufacturing vendors, courier partners	Physical card production and delivery
9.3	Transaction Authorisation and Processing	People	Transaction monitoring and fraud operations team	Oversee transaction integrity and escalation
		Process	Transaction routing, authorisation, and settlement	Integrated with network processors (Visa/Mastercard)
		Technology	Payment gateway, authorisation engine, core banking	Enables real‑time transaction approval
		Third Party	Visa, Mastercard, payment processors	Authorisation and network clearing services
9.4	Merchant Acquiring and Onboarding	People	Merchant relationship managers, sales support	Engage merchants; validate credentials
		Process	Merchant registration, risk evaluation, and contract setup	Integrated with the acquiring platform and risk tools
		Technology	Merchant onboarding portal, acquiring system	Links merchants with processing systems
		Third Party	POS terminal vendors, merchant verification agencies	Supply POS devices; validate merchant details
9.5	Merchant Transaction and Settlement Services	People	Reconciliation team, finance operations	Manage settlement; resolve mismatches
		Process	Transaction batching, settlement, and reconciliation	Linked with payment networks and treasury
		Technology	Settlement engine, core accounting system	Automated flow to the ledger
		Third Party	Visa/Mastercard, payment gateways, and clearing banks	Handle interbank funds and network settlements
9.6	Cardholder Servicing and Collections	People	Customer service officers, collection agents	Respond to inquiries, handle billing issues
		Process	Dispute resolution, billing, posting, delinquency mgmt	Connected with call centre CRM and billing systems
		Technology	Call centre systems, billing platform, IVR, CRM	Integrates real‑time data from CMS and core banking
		Third Party	Outsourced collection agencies, contact centre partners	Manage overdue accounts and support
9.7	Fraud Detection and Security Monitoring	People	Fraud investigation officers, cybersecurity team	Monitor transactions; trigger investigations
		Process	Real‑time monitoring, rule management, and case handling	Linked with authorisation & alert systems
		Technology	Fraud detection systems, SIEM, dashboards	Correlates data with authorisation and behaviour
		Third Party	Fraud detection providers, card networks	Global fraud intelligence and alerts
10.1	International Remittance Processing	Technology	Remittance processing platforms, payment gateways	Interacts with international payment systems
10.2	Remittance Partner/ Correspondent Banking	Third Party	Partner banks, international remittance networks	Links with correspondent banks for cross‑border
10.3	FX Conversion and Rate Management	Technology	Forex trading platforms, real‑time market data	Connectivity with external forex for live rates
10.4	OFW Remittance Facilitation	People	Relationship managers, customer service agents	Direct interactions for customer support
10.5	Cross‑Border Compliance & Sanctions	Tech / People	Compliance systems, databases, compliance officers	Connects to sanction lists and AML/CTF systems
10.6	Enrollment & KYC for Remittance	Tech / People	KYC systems, identity verification tools	Integrated with secure identity software
10.7	Dispute Resolution and Trace Requests	People / Process	Customer support teams, internal systems	Case management systems for resolution/tracking
10.8	FX Transaction Settlement and Reporting	Tech / People	Settlement systems, reporting tools, and reconciliation	Real‑time connections to FX settlement/recon
11.1	Regulatory Reporting Framework	People	Compliance officers, reporting analysts	Coordinate with legal/reg systems to validate reports
		Process	Data aggregation, report compilation, and approval workflow	Integrates with core reporting systems
		Technology	Regulatory reporting platforms, secure filing systems	Interfaces with regulator portals for submissions
		Third Party	Regulator systems, validation vendors	Validate reporting formats and data integrity
11.2	Compliance Monitoring and Auditing	People	Internal auditors, compliance officers	Monitor operational compliance
		Process	Audit planning, review cycles, and exception management	Feeds into governance dashboards
		Technology	Compliance management systems, audit tracking tools	Tracks findings and maintains audit logs
		Third Party	External audit firms, advisory consultants	Specialist audit and validation services
11.3	Submission of Regulatory Reports	People	Reporting officers, reviewers	Final review and approval of submissions
		Process	Report assembly, verification, and filing process	Ensures accuracy and compliance before submission
		Technology	Secure submission portals, automated filing tools	Connects with regulatory systems for submission
		Third Party	Data validation vendors, legal advisors	Verify compliance and validate report content
12.1	Vendor Risk Management	People	Vendor risk analysts, procurement officers	Conduct vendor risk assessments
		Process	Risk evaluation, due diligence, contract review	Feeds into vendor approval and compliance workflows
		Technology	Vendor risk registers, risk scoring platforms	Stores profiles and triggers alerts
		Third Party	External vendors, risk data providers	Data on vendor performance and stability
12.2	SLA Monitoring and Enforcement	People	Service level managers, operations staff	Track SLA performance and follow up on breaches
		Process	SLA definition, monitoring, escalation workflows	Interfaces with internal governance dashboards
		Technology	SLA dashboards, monitoring tools	Connects with vendor systems to track metrics
		Third Party	SLA measurement providers, monitoring vendors	Independent verification of performance
12.3	Vendor Contract Lifecycle	People	Contract managers, legal counsel	Draft, review, and renew contracts
		Process	Negotiation, approval, renewal, termination	Integrated with procurement systems
		Technology	Contract lifecycle management (CLM) systems	Track contract terms, expiry, and obligations
		Third Party	Legal advisors, contract repository vendors	Support drafting, compliance, and storage

The Map Dependency for Metrobank chapter translates high-level resilience objectives into a practical and actionable view of how critical services are actually delivered.

By documenting and consolidating dependencies across people, processes, technology, facilities, data, and third parties, Metrobank gains the visibility required to anticipate disruption, assess systemic risk, and strengthen control points before incidents occur.

This dependency map serves as a critical input into subsequent stages of the Operational Resilience lifecycle, including scenario testing, response planning, and remediation prioritisation, ensuring that Metrobank’s resilience strategy is grounded in a realistic and evidence-based understanding of its operating model.

Building Resilient Banking Operations: The Metrobank Operational Resilience Implementation Guide
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Consolidated Report
P1 DP	P2 MD	P3 MPR	P4 ITo	P5 SuPS	P6 ST

Map Dependency for Critical Business Services for Metrobank [CBS 1 - CBS 12]
CBS 1	CBS 2	CBS 3	CBS 4	CBS 5	CBS 6

CBS 7	CBS 8	CBS 9	CBS 10	CBS 11	CBS 12

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Building Resilient Banking Operations: The Metrobank Operational Resilience Implementation Guide

[OR] [MBT] [E3] [CR] [P2] [MD] Map Dependency

Operational Resilience Certified Planner-Specialist-Expert

Consolidated Report
Map Dependency for CBF-1 to CBF-12

Table P2: Map Dependency for CBS-1 to CBS-12

More Information About OR-5000 [OR-5] or OR-300 [OR-3]

Comments:

Building Resilient Banking Operations: The Metrobank Operational Resilience Implementation Guide

[OR] [MBT] [E3] [CR] [P2] [MD] Map Dependency

Operational Resilience Certified Planner-Specialist-Expert

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Table P2: Map Dependency for CBS-1 to CBS-12

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Consolidated Report
Map Dependency for CBF-1 to CBF-12