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Mapping processes and resources is a foundational activity in operational resilience, enabling an organisation to understand how its critical business services (CBS) are delivered end-to-end.
For the Philippine Trust Company, CBS-1 Deposit and Account Services represents a core banking function that directly impacts customers, financial stability, and regulatory compliance.
In alignment with BSP Circular No. 1203, financial institutions are required to identify and map the people, processes, technology, and third-party dependencies supporting each critical service.
This mapping ensures that the bank can identify vulnerabilities, assess concentration risks, and design effective response and recovery strategies under disruption scenarios.
Purpose of the Chapter
The purpose of this chapter is to provide a comprehensive mapping of processes and supporting resources for each Sub-CBS under Deposit and Account Services. It enables stakeholders to:
- Understand end-to-end service delivery architecture
- Identify critical dependencies and single points of failure
- Support impact tolerance setting and scenario testing
- Demonstrate compliance with BSP operational resilience requirements
This mapping also serves as a baseline for subsequent activities such as dependency mapping (MD), impact tolerance (iTo), and scenario testing (ST).
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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, application processing, document submission |
Branch staff, Relationship Managers, Customer Service Officers |
CRM systems, onboarding platforms, and branch terminals |
eKYC providers, document verification vendors |
Upstream: Customer initiation; Downstream: KYC/CDD (1.2) |
|
1.2 |
Customer Identification and Verification (KYC/CDD) |
Identity validation, screening (AML/CFT), risk profiling |
Compliance officers, KYC analysts |
KYC/AML systems, sanctions screening tools |
External databases (watchlists, credit bureaus) |
Upstream: Onboarding (1.1); Downstream: Account Approval (1.3) |
|
1.3 |
Account Approval and Opening |
Account validation, approval workflows, and account creation |
Operations team, Branch managers |
Core banking system (CBS), workflow engines |
None / minimal |
Upstream: KYC (1.2); Downstream: Funding (1.4) |
|
1.4 |
Initial Funding and Deposit Booking |
Deposit intake, transaction posting, and receipt issuance |
Tellers, Operations staff |
Core banking system, teller systems |
Payment networks, clearing houses |
Upstream: Account Opening (1.3); Downstream: Account Maintenance (1.5) |
|
1.5 |
Product Terms Setup and Account Parameter Maintenance |
Interest setup, account configuration, product linking |
Product managers, Operations |
Product management systems, CBS |
None |
Upstream: Funding (1.4); Downstream: Transactions (1.6) |
|
1.6 |
Deposit Transactions Processing |
Deposit posting, fund transfers, and clearing |
Tellers, Ops staff |
CBS, payment gateways, and clearing systems |
Payment networks (e.g., PESONet, InstaPay) |
Upstream: Account setup (1.5); Downstream: Balance updates, reporting |
|
1.7 |
Withdrawal and Funds Access Processing |
Cash withdrawals, transfers, and cheque clearing |
Tellers, ATM support staff |
ATM systems, CBS, card systems |
ATM networks, card schemes (Visa/Mastercard) |
Upstream: Transactions (1.6); Downstream: Account updates |
|
1.8 |
Account Servicing and Customer Maintenance |
Customer updates, account modifications, inquiries |
Customer service, branch staff |
CRM, CBS |
None |
Upstream: Active accounts; Downstream: Reporting (1.10) |
|
1.9 |
Interest, Fees, and Charges Processing |
Interest computation, fee deductions, and postings |
Finance team, Ops staff |
CBS, interest engines |
None |
Upstream: Account balances; Downstream: Statements (1.10) |
|
1.10 |
Statement, Passbook, and Balance Reporting |
Statement generation, passbook updates |
Operations, Customer service |
Reporting tools, CBS, print systems |
Printing vendors, email/SMS providers |
Upstream: Transactions; Downstream: Customer communication |
|
1.11 |
Digital Account Access and Channel Integration |
Online banking, mobile banking access |
IT support, digital banking team |
Mobile apps, internet banking platforms, APIs |
Fintech partners, cloud providers |
Upstream: CBS; Downstream: Transactions (1.6, 1.7) |
|
1.12 |
ATM and Card-Based Access Management |
Card issuance, ATM withdrawals, PIN management |
Card operations team |
Card management systems, ATM switch |
Card vendors, ATM service providers |
Upstream: Account setup; Downstream: Withdrawal processing |
|
1.13 |
Account Reconciliation and Exception Handling |
Ledger reconciliation, discrepancy resolution |
Finance, Ops teams |
Reconciliation tools, CBS |
External auditors (if applicable) |
Upstream: Transactions; Downstream: Regulatory reporting |
|
1.14 |
Dormancy, Holds, Restrictions, and Account Control Administration |
Account status updates, freeze/unfreeze actions |
Compliance, Ops teams |
CBS, compliance systems |
None |
Upstream: Account monitoring; Downstream: Fraud/Compliance |
|
1.15 |
Fraud Monitoring and Transaction Surveillance |
Fraud detection, alerts, investigations |
Fraud analysts, Risk team |
Fraud monitoring systems, AI analytics tools |
Fraud detection vendors |
Upstream: Transactions; Downstream: Incident response (1.18) |
|
1.16 |
Complaints, Disputes, and Service Recovery |
Complaint logging, dispute resolution |
Customer service, dispute teams |
CRM, case management systems |
Ombudsman, payment networks |
Upstream: Customer issues; Downstream: Reporting |
|
1.17 |
Regulatory Reporting and Compliance Monitoring |
Report generation, submission to regulators |
Compliance, Finance teams |
Regulatory reporting systems |
Regulators, reporting platforms |
Upstream: All processes; Downstream: BSP reporting |
|
1.18 |
Incident Response, Business Continuity, and Recovery |
Incident detection, escalation, and recovery execution |
Crisis management team, IT DR team |
DR sites, backup systems, monitoring tools |
DR vendors, telecom providers |
Upstream: All Sub-CBS; Downstream: Service restoration |
Regulatory Alignment and Operational Resilience Considerations
In accordance with BSP Circular No. 1203, Philippine Trust Company is expected to:
- Map critical dependencies across internal and external resources (as shown above)
- Identify Important Business Services (IBS) and ensure continuity under severe disruption
- Establish impact tolerances (e.g., maximum tolerable downtime for deposit services)
- Conduct scenario testing using mapped dependencies (e.g., system outage, third-party failure)
- Manage third-party risks, especially for payment networks, ATM providers, and cloud services
Example Regulatory Applications:
- Failure of a core banking system (CBS) must be recoverable within a defined RTO to avoid systemic disruption
- Disruption in digital banking channels (1.11) must not exceed customer impact thresholds
- Dependency on payment networks (e.g., InstaPay/PESONet) must include fallback arrangements
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The mapping of processes and resources for CBS-1 Deposit and Account Services provides Philippine Trust Company with a clear, structured view of how its most critical service operates across people, processes, technology, and third parties. This holistic visibility is essential for identifying vulnerabilities, managing interdependencies, and ensuring resilience under stress scenarios.
By aligning with BSP Circular No. 1203, this mapping not only supports regulatory compliance but also strengthens the bank’s ability to anticipate, withstand, and recover from disruptions.
It forms a critical foundation for subsequent operational resilience activities, including impact tolerance setting, design of severe but plausible scenarios, and resilience testing, ultimately ensuring continuity of service to customers and stability of the financial system.
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