[OR] [PNB] [E3] [CBS] [1] [MPR] Map Processes and Resources

Written by Moh Heng Goh | Apr 2, 2026 9:06:54 AM

CBS-1 Retail Deposit & Account Services

Introduction

In alignment with the operational resilience requirements set out in BSP Circular No. 1203, Series of 2024, financial institutions, such as the Philippine National Bank (PNB), are required to develop a comprehensive understanding of how critical business services are delivered.

A key component of this requirement is the mapping of processes and resources, which provides end-to-end visibility of the operational ecosystem supporting each critical business service.

For CBS-1 Retail Deposit and Account Services, this mapping identifies the interdependencies between processes, people, technology, and third parties.

It ensures that PNB can proactively identify vulnerabilities, assess potential points of failure, and implement resilience measures to maintain service continuity in the face of severe but plausible disruptions.

Purpose of the Chapter

The purpose of this chapter is to provide a structured, detailed mapping of all processes and supporting resources for each Sub-CBS within Retail Deposit and Account Services. This enables stakeholders to:

Understand the end-to-end delivery chain of retail banking services
Identify critical dependencies and single points of failure
Support impact tolerance setting and scenario testing
Demonstrate compliance with regulatory expectations under BSP Circular 1203
Strengthen the bank’s ability to respond, recover, and continue operations during disruptions

Table P3: Map Processes and Resources for CBS-1

Sub-CBS Code	Sub-CBS	Processes	People	Technology (Applications & Infrastructure)	Third-Party Vendors	Upstream / Downstream Dependencies
1.1	Customer Onboarding and Account Application	Customer data capture, document submission, and application validation	Branch staff, Relationship Managers, Customer Service Officers	CRM systems, onboarding platforms, and document management systems	ID verification vendors, digital onboarding providers	Upstream: Customer initiation; Downstream: KYC/CDD
1.2	Customer Identification and Verification (KYC/CDD)	Identity verification, sanctions screening, risk profiling	Compliance officers, KYC analysts	AML systems, sanctions screening tools, and biometric verification systems	External KYC utilities, government ID databases	Upstream: Onboarding; Downstream: Account approval
1.3	Account Approval and Opening	Credit/risk approval, account creation, and account number generation	Operations staff, Risk officers	Core banking system (CBS), workflow engines	None / Credit bureaus (if applicable)	Upstream: KYC; Downstream: Funding
1.4	Initial Funding and Deposit Booking	Cash/ cheque deposit, account activation, transaction posting	Tellers, Branch operations staff	Core banking system, teller systems, payment gateways	Payment processors, clearing houses	Upstream: Account opening; Downstream: Account maintenance
1.5	Product Terms Setup and Account Parameter Maintenance	Interest rate setup, fee configuration, and account rules maintenance	Product managers, Operations teams	Product configuration modules, CBS parameter systems	None	Upstream: Account opening; Downstream: Transactions processing
1.6	Deposit Transactions Processing	Cash deposits, cheque clearing, fund transfers, and posting entries	Tellers, Operations staff	Core banking system, clearing systems, payment switch	Clearing networks, interbank networks	Upstream: Account setup; Downstream: Reconciliation
1.7	Withdrawal and Funds Access Processing	Cash withdrawals, ATM transactions, online transfers	Tellers, ATM support teams	ATM network, digital banking platforms, CBS	ATM service providers, card networks (Visa/ Mastercard)	Upstream: Account balance; Downstream: Fraud monitoring
1.8	Account Servicing and Customer Maintenance	Address updates, account modifications, customer inquiries	Customer service officers, call centre agents	CRM systems, customer service platforms	Call centre outsourcing providers	Upstream: Active accounts; Downstream: Reporting
1.9	Interest, Fees, and Charges Processing	Interest calculation, fee application, periodic charges	Finance team, Product teams	Interest calculation engines, CBS batch processing	None	Upstream: Account balances; Downstream: Reporting
1.10	Statement, Passbook, and Balance Reporting	Statement generation, passbook updates, and balance inquiries	Operations staff, Customer service teams	Reporting systems, document generation tools	Printing vendors, email/SMS providers	Upstream: Transactions; Downstream: Customer communication
1.11	Digital Account Access and Channel Integration	Mobile/online banking access, API integrations, authentication	IT support, Digital banking teams	Mobile apps, internet banking, API gateways, IAM systems	Fintech partners, cloud providers	Upstream: Account database; Downstream: Transactions
1.12	Reconciliation and Exception Management	Transaction matching, error handling, suspense account resolution	Finance team, Operations staff	Reconciliation systems, CBS, and exception management tools	Clearing houses, payment networks	Upstream: Transactions; Downstream: Regulatory reporting
1.13	Fraud Detection and Transaction Monitoring	Fraud detection, alert generation, and investigation	Fraud analysts, Risk teams	Fraud monitoring systems, AI/ ML engines	Fraud detection vendors, analytics providers	Upstream: Transactions; Downstream: Incident response
1.14	Regulatory Reporting and Compliance Monitoring	Report generation, compliance checks, and audit reporting	Compliance officers, Risk teams	Regulatory reporting systems, data warehouses	Regulators, reporting platforms	Upstream: All processes; Downstream: Regulators
1.15	Incident Response, Business Continuity, and Recovery	Incident detection, crisis management, recovery execution	BCM team, IT DR teams, Senior management	DR sites, backup systems, and incident management tools	DR site providers, telecom providers	Upstream: All CBS components; Downstream: Service restoration

Regulatory Alignment and Operational Resilience Considerations

Under BSP Circular 1203, Philippine banks must:

Identify and map critical business services and their dependencies
→ Demonstrated through mapping of processes, people, technology, and third parties
Ensure end-to-end visibility of interconnections and interdependencies
→ Reflected in upstream/downstream dependencies across Sub-CBS
Strengthen third-party risk management
→ Inclusion of vendors such as payment networks, cloud providers, and KYC utilities
Support scenario testing and impact tolerance setting
→ This mapping provides foundational data for subsequent resilience activities
Maintain recovery capabilities and continuity plans
→ Sub-CBS 1.15 explicitly aligns with business continuity and disaster recovery expectations

The mapping of processes and resources for CBS-1 Retail Deposit and Account Services provides the Philippine National Bank with a comprehensive and structured view of how this critical service is delivered.

By identifying the intricate relationships between operational processes, human resources, enabling technologies, and third-party providers, the bank establishes a strong foundation for operational resilience.

This level of visibility is essential not only for regulatory compliance with BSP Circular 1203 but also for enabling proactive risk management, effective incident response, and sustained service delivery during disruptions.

As PNB progresses to subsequent stages—such as impact tolerance setting and scenario testing—this mapping serves as a critical reference point for building a resilient and adaptive banking operation.

Building Operational Resilience: Implementation Methodology for the Philippine National Bank
eBook 3: Starting Your OR Implementation
CBS-1 Retail Deposit & Account Services
CBS-1 DP	CBS-1 MD	CBS-1 MPR	CBS-1 ITo	CBS-1 SuPS	CBS-1 ST

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