[OR] [UBP] [E3] [CBS] [1] [MD] Map Dependency

CBS-1 Deposit & Account Services

Introduction

For CBS-1 Deposit and Account Services, dependency mapping helps Union Bank of the Philippines understand exactly which people, processes, technologies, third parties, and external infrastructure are required to keep deposit services operating during disruption.

BCM Institute’s mapping approach emphasises that operational resilience depends on identifying the interconnections and interdependencies that support each critical business service, so that weaknesses can be seen early and mitigation actions can be prioritised.

BSP Circular No. 1203 similarly expects BSFIs to identify critical operations, set tolerance for disruption, and then use those critical operations to drive the mapping of interconnections and interdependencies.

For UnionBank, this is especially relevant because deposit and account services are delivered through a mix of branch operations, onboarding workflows, digital channels, debit and ATM card access, and transaction-processing capabilities.

UnionBank publicly offers online account opening, online and mobile banking access, debit-card-based access, real-time fund transfers, bill payments, and transaction-history viewing, all of which imply a service model with strong dependencies across front-office teams, core banking platforms, channel systems, card networks, fraud controls, and customer support functions.

Table P2: Map Dependency for CBS-1

Sub-CBS Code	Sub-CBS	Dependency Type	Dependency Detail (What/Who is involved)	Connectivity (How it connects/interacts with the CBS or other components)
1.1	Customer Onboarding and Account Application	People	Branch sales staff, relationship managers, digital onboarding support, contact centre, operations reviewers	Captures customer data and initiates the deposit-account lifecycle; hands off application records to KYC/CDD, approval, and account opening teams
		Process	Customer acquisition, product selection, application capture, document collection, consent management	Serves as the entry point to all downstream deposit services; incomplete or erroneous onboarding disrupts KYC, approval, funding, and channel setup
		Technology	Online account-opening platform, CRM, document-upload tools, workflow engine, and branch front-end terminals	Feeds application data into KYC/CDD, account-opening workflow, customer master records, and channel-enablement processes
		Third Party	ID-verification utilities, telecoms/Internet providers, courier/document services, where applicable	Supports remote onboarding, data transmission, and document validation needed before the account can proceed to approval
1.2	Customer Identification and Verification (KYC/CDD)	People	Compliance officers, AML analysts, onboarding reviewers, and branch officers	Validates customer identity and risk profile before account opening; failure affects regulatory compliance and blocks downstream servicing
		Process	KYC, CDD, sanctions screening, customer risk rating, enhanced due diligence, watchlist checking	Acts as a control gate between onboarding and account approval; also links to fraud monitoring, complaints, and regulatory reporting
		Technology	KYC platform, AML screening system, customer information file, rules engine, case-management tools	Exchanges data with onboarding, account opening, fraud monitoring, and compliance-monitoring processes
		Third Party	External watchlist/data providers, identity-check vendors, public data sources	Enables name screening and identity corroboration for customer acceptance and ongoing compliance
1.3	Account Approval and Opening	People	Branch approvers, operations control staff, compliance signatories, product operations team	Decides whether a customer is accepted and activates the account in the bank’s operating environment
		Process	Approval workflow, account creation, CIF validation, maker-checker controls, product assignment	Connects validated onboarding and KYC outputs to live deposit account creation and downstream funding
		Technology	Core banking system, customer master database, approval workflow, product configuration tables	Creates the official account record used by deposits, withdrawals, statements, channels, fees, and reconciliations
		Third Party	E-signature or digital-document providers, branch hardware vendors, network connectivity providers	Supports remote approvals, digital record integrity, and availability of opening services
1.4	Initial Funding and Deposit Booking	People	Tellers, branch operations, treasury settlement support, and digital-payment support staff	Receives and books the first funding transaction needed to activate or fully operationalise the account
		Process	Cash acceptance, transfer posting, cheque acceptance, transaction validation, and ledger booking	Links account opening to transaction processing and balance availability; errors affect customer access and ledger integrity
		Technology	Teller platform, core banking ledger, payment gateway interfaces, cheque-processing tools	Posts initial credits into account balances and triggers downstream balance reporting and channel visibility
		Third Party	Payment rails, cheque clearing participants, and cash logistics, where applicable	Enables receipt of funds from external sources and settlement into the newly opened account
1.5	Product Terms Setup and Account Parameter Maintenance	People	Product managers, deposit operations, IT application support, control and compliance reviewers	Maintain product codes, rate tables, account status rules, fee waivers, and parameter changes
		Process	Product configuration, parameter maintenance, change control, approval and release management	Drives the correct behaviour of transactions, interest, charges, restrictions, statements, and channel entitlements
		Technology	Product engine, core banking parameter tables, change-management tools, configuration repositories	Supply rules used by nearly all downstream deposit-account processes
		Third Party	Software vendors, managed-service providers for banking platforms	Parameters and release support affect service accuracy, resilience, and speed of defect resolution
1.6	Deposit Transactions Processing	People	Tellers, branch operations, digital transaction support, back-office operations	Execute and monitor cash and non-cash credits into customer deposit accounts
		Process	Transaction acceptance, validation, posting, exception handling, and end-of-day balancing	Core transaction engine for deposit service delivery; feeds balances, statements, fraud monitoring, and reconciliations
		Technology	Core banking, teller systems, online banking interfaces, API/middleware, transaction logs	Processes customer deposits from branch and digital channels and updates the official ledger
		Third Party	ATM/deposit device providers, network providers, payment and settlement ecosystem participants	Supports off-branch and interconnected deposit flows
1.7	Withdrawal and Funds Access Processing	People	Tellers, branch cash officers, ATM/channel support, fraud-control staff	Allow customers to access funds through the branch, ATM, debit card, or digital channels
		Process	Withdrawal validation, balance checking, limit control, posting, cash release, transaction monitoring	Depends on ledger accuracy, channel availability, and fraud/risk controls; disruption creates immediate customer harm
		Technology	Core banking, ATM switch, debit card management, online/mobile banking, authentication services	Connects available balances to cash and electronic funds access across multiple service channels
		Third Party	ATM network providers, card schemes, telecoms, cash logistics/security providers	Extend cash access and card-based usage beyond branches and require resilient connectivity
1.8	Account Servicing and Customer Maintenance	People	Branch servicing staff, call centre agents, back-office maintenance team, customer service officers	Perform updates to customer details, signatures, mandates, contact data, and service requests
		Process	Profile updates, account maintenance, document refresh, service-request fulfilment, maker-checker review	Keeps account records accurate and serviceable; errors affect statements, alerts, compliance, and fraud controls
		Technology	CRM, core banking maintenance screens, ticketing/workflow tools, document repository	Synchronises updates across customer master data, channel access, and compliance records
		Third Party	Messaging providers, document archival vendors, and courier support where needed	Supports customer notifications, document handling, and fulfilment of maintenance requests
1.9	Interest, Fees, and Charges Processing	People	Product operations, finance, deposit operations, IT support, and control reviewers	Monitor accrual logic, fee rules, exception adjustments, and customer-impact issues
		Process	Interest accrual, fee assessment, charge waivers, reversals, periodic posting, exception review	Directly affects balances, customer fairness, disclosures, and complaint handling
		Technology	Core banking interest engine, fee tables, batch scheduler, and general ledger interface	Calculates and posts financial outcomes to customer accounts and finance records
		Third Party	Core-banking vendor support, outsourced batch monitoring if applicable	Supports the timely execution of scheduled runs and defect remediation
1.10	Statement, Passbook, and Balance Reporting	People	Operations staff, branch servicing teams, customer support, print/mail support	Provide customers with transaction history, balances, statements, and passbook updates where relevant
		Process	Statement generation, balance inquiry, passbook update, report distribution, and archive retrieval	Depends on transaction completeness and ledger accuracy; also supports disputes, audits, and compliance review
		Technology	Statement engine, document management, online/mobile banking, reporting databases	Pulls data from transaction systems and makes it available to customers and internal users
		Third Party	Print-and-mail vendors, SMS/email notification providers, hosting/connectivity providers	Extend statement delivery and customer communication beyond the bank’s internal environment
1.11	Digital Account Access and Channel Integration	People	Digital banking product team, IAM/security administrators, app support, API/integration support	Maintain customer access through online and mobile channels and coordinate cross-system integration
		Process	User enrolment, credential setup, account linking, channel maintenance, API/interface monitoring	Connects deposit accounts to digital self-service journeys such as inquiries, transfers, and service requests
		Technology	UnionBank Online/mobile banking, API gateway, middleware, authentication/IAM, notification services	Enables digital visibility and transaction initiation against deposit accounts
		Third Party	Cloud/hosting providers, OTP/SMS providers, telecoms/Internet providers	Critical for customer access continuity, especially during high-volume or cyber-disruption events
1.12	ATM and Card-Based Access Management	People	Card operations, ATM support, branch staff, fraud monitoring team, vendor coordinators	Manage card issuance, PIN services, ATM access, replacement, and card-related incidents
		Process	Card issuance, activation, PIN reset, ATM access control, hotlisting/blocking, replacement fulfilment	Links deposit accounts to cash access and merchant usage; failure directly impacts customer access to funds
		Technology	Card management system, ATM switch, EMV controls, core banking linkage, terminal monitoring	Connects account balances to ATM and debit-card transactions and status controls
		Third Party	Card personalisation vendors, ATM vendors, card networks, and courier providers	Required for physical card lifecycle, external acceptance, and terminal availability
1.13	Account Reconciliation and Exception Handling	People	Finance operations, branch operations, back-office recon analysts, internal control staff	Investigate unmatched entries, posting breaks, suspense items, and balancing exceptions
		Process	Daily balancing, suspense management, break resolution, corrections, escalation and sign-off	Protects ledger integrity and restores accuracy for downstream statements, customer balances, and regulatory reporting
		Technology	Reconciliation engine, core banking extracts, GL systems, exception dashboards	Compares data across transaction sources and books corrective entries where needed
		Third Party	Clearing houses, ATM/card networks, outsourced recon support, where applicable	External settlement files and transaction feeds are essential for timely break resolution
1.14	Dormancy, Holds, Restrictions, and Account Control Administration	People	Deposit operations, branch operations, legal/compliance staff, fraud-control team	Apply or remove dormancy status, holds, freezes, liens, or restrictions on customer accounts
		Process	Dormancy tagging, hold placement/removal, legal freeze processing, control review, reactivation	Strongly connected to fraud cases, legal orders, servicing, customer complaints, and compliance obligations
		Technology	Core banking controls, case-management tools, legal/compliance workflow, alert systems	Controls whether an account can transact, access channels, or release funds
		Third Party	External legal authorities, courts, law enforcement requests, document/courier support	External instructions may trigger account restrictions and require accurate execution and an audit trail
1.15	Fraud Monitoring and Transaction Surveillance for Deposit Accounts	People	Fraud analysts, AML investigators, cyber teams, operations control, customer-contact teams	Detect suspicious activity, investigate alerts, and take action to protect customer funds and the bank
		Process	Alert generation, case investigation, blocking controls, escalation, suspicious transaction review	Interacts with withdrawals, digital access, card usage, complaints, and regulatory reporting
		Technology	Fraud monitoring platform, AML systems, SIEM/log monitoring, authentication analytics	Consumes transaction and channel data in near real time to identify abnormal behaviour
		Third Party	External data providers, network intelligence feeds, cyber/fraud service providers	Strengthen detection capability and support faster containment during fraud events
1.16	Complaints, Disputes, and Service Recovery	People	Customer care agents, branch staff, dispute-resolution officers, operations recovery teams	Handle customer complaints, transaction disputes, service-restoration communication, and remediation
		Process	Complaint intake, case tracking, investigation, refund/reversal, root-cause analysis, recovery communication	Connects front-line service issues to operations, fraud, reconciliation, and incident management
		Technology	CRM, case-management platform, call-centre systems, email/SMS tools, workflow tracking	Provides the operational record for complaint handling and restoration follow-up
		Third Party	Call-centre support providers, messaging vendors, and card-network dispute channels	Enable customer communication and external dispute resolution where transactions touch partner networks
1.17	Regulatory Reporting and Compliance Monitoring	People	Compliance team, regulatory reporting unit, AML officers, finance controllers, internal audit liaison	Monitor compliance posture and prepare required regulatory and management reporting
		Process	Compliance monitoring, exception reporting, regulatory return preparation, issue escalation, and assurance review	Aggregates outputs from KYC, transaction monitoring, account controls, reconciliations, and incidents
		Technology	Regulatory reporting tools, compliance dashboards, data warehouse, and report-generation systems	Consolidates data needed to demonstrate control, disruption management, and operational resilience readiness
		Third Party	Regulatory-reporting software vendors, external auditors, and specialist advisers were used	Support reporting quality, interpretation of obligations, and control assurance
1.18	Incident Response, Business Continuity, and Recovery	People	Crisis management team, IT DR team, business continuity coordinators, operations heads, communications team	Coordinate response, recovery, workaround execution, escalation, and decision-making during disruptions
		Process	Incident management, crisis escalation, business continuity invocation, disaster recovery, communications, lessons learned	Provides the response backbone when any deposit sub-process is disrupted; spans all other Sub-CBSs
		Technology	Incident management platform, DR environment, backup systems, resilient communications, monitoring tools	Restores or substitutes critical deposit capabilities and supports operation within tolerance levels
		Third Party	DR/hosting providers, telecoms, power/utilities, outsourced support partners, emergency services	External resilience of infrastructure and service partners determines recovery speed and continuity of critical operations

Regulatory Alignment and Examples for Union Bank of the Philippines

BSP Circular No. 1203 requires a Philippine BSFI to identify its critical operations, and the BSP states that those identified critical operations should drive the later steps of setting tolerance for disruption and mapping interconnections and interdependencies.

The Circular also states that supporting assets include people, technology, information, and facilities, and may also include internal processes, IT systems, clearing and settlement facilities, and outsourced services.

In practice for UnionBank’s deposit service, this means the mapping must not stop at branch staff and core banking; it should also capture digital channels, ATM and card access, fraud systems, communications, utilities, and third-party service providers that materially support the service.

The Circular also gives clear resilience expectations around third parties, infrastructure, scenario testing, and business continuity.

It says third-party arrangements affecting critical operations must specify how services will be maintained during disruption or how exit/substitute arrangements will work, and it adds that dependencies on public infrastructure, such as telecommunications, transportation, and energy, should be assessed for their impact on critical operations.

BSP further encourages severe but plausible scenarios such as a major earthquake, a severe typhoon, a critical third-party failure, a payment and settlement disturbance, and a coordinated cyberattack/ ransomware, while requiring periodic business continuity exercises that cover critical operations, their interconnections, and their key dependencies.

For a deposit-and-account service, examples would include failure of mobile and online banking access, ATM switch disruption, outage of an external OTP/SMS provider, branch unavailability during a typhoon, or a ransomware event affecting customer servicing and transaction posting.

This dependency map shows that CBS-1 Deposit and Account Services is not a single process but a tightly connected service chain spanning onboarding, KYC, account opening, funding, transaction processing, digital access, card and ATM access, reconciliation, fraud control, complaints handling, regulatory oversight, and recovery management.

Following the BCM Institute approach, the value of the map is that it exposes weak points across people, process, technology, and third-party dependencies before disruption occurs, allowing UnionBank to prioritise resilience improvements where the service is most vulnerable.

From a BSP Circular No. 1203 perspective, the mapping should now be used as a working control document for the next stages of the operational resilience programme: setting tolerance for disruption, identifying vulnerabilities, validating substitutes and exit options for third parties, and conducting severe-but-plausible scenario testing and business continuity exercises.

In other words, the dependency map is not the end product; it is the operational foundation for maintaining deposit and account services during disruptions while minimising material harm to customers, the bank, and the wider financial system.

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From Planning to Execution: Operational Resilience at Union Bank of the Philippines

[OR] [UBP] [E3] [CBS] [1] [MD] Map Dependency

Operational Resilience Certified Planner-Specialist-Expert

CBS-1 Deposit & Account Services

Introduction

Table P2: Map Dependency for CBS-1

Regulatory Alignment and Examples for Union Bank of the Philippines

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

Comments:

From Planning to Execution: Operational Resilience at Union Bank of the Philippines

[OR] [UBP] [E3] [CBS] [1] [MD] Map Dependency

Operational Resilience Certified Planner-Specialist-Expert

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Introduction

Table P2: Map Dependency for CBS-1

Regulatory Alignment and Examples for Union Bank of the Philippines

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

Comments:

CBS-1 Deposit & Account Services