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

Written by Moh Heng Goh | Apr 13, 2026 4:44:20 AM

CBS-1 Deposit & Account Services

Introduction

In alignment with the Bangko Sentral ng Pilipinas requirements under BSP Circular No. 1203 Series of 2024, financial institutions are required to develop a comprehensive understanding of how critical business services are supported by underlying processes and resources.

The “Map Processes and Resources” stage is a foundational component of operational resilience, ensuring that all elements—people, processes, technology, and third parties—are identified and linked to each sub-critical business service (Sub-CBS).

This enables the bank to understand vulnerabilities, manage interdependencies, and respond effectively to disruptions.

Purpose of the Chapter

The purpose of this chapter is to provide a structured and detailed mapping of all processes and supporting resources for CBS-1 Deposit and Account Services. This mapping enables stakeholders to:

Identify critical dependencies and single points of failure
Understand upstream and downstream impacts across business functions
Support impact tolerance setting and scenario testing
Ensure compliance with regulatory expectations on resilience and service continuity

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	Application capture, document submission, data entry	Branch staff, RM, onboarding officers	Digital onboarding platform, CRM, mobile apps	eKYC providers, ID verification vendors	Upstream: Customer channels; Downstream: KYC
1.2	Customer Identification and Verification (KYC/CDD)	Identity validation, screening, risk profiling	Compliance officers, KYC analysts	KYC/AML systems, sanctions screening tools	AML database providers, government registries	Upstream: Onboarding; Downstream: Approval
1.3	Account Approval and Opening	Approval workflow, account creation	Operations staff, approvers	Core Banking System (CBS), workflow engines	None / outsourced ops support	Upstream: KYC; Downstream: Funding
1.4	Initial Funding and Deposit Booking	Deposit intake, posting, validation	Tellers, digital ops staff	Payment gateway, CBS ledger system	Payment networks, clearing houses	Upstream: Account opening; Downstream: Transactions
1.5	Product Terms Setup and Account Parameter Maintenance	Product configuration, parameter updates	Product managers, IT admins	Product engine, CBS configuration modules	IT vendors	Upstream: Product design; Downstream: Transactions
1.6	Deposit Transactions Processing	Credit/debit processing, posting	Operations team, system support	CBS, transaction processing engine	Payment processors, clearing systems	Upstream: Channels; Downstream: Reporting
1.7	Withdrawal and Funds Access Processing	Cash withdrawal, transfer execution	Tellers, ATM ops team	ATM switch, CBS, mobile banking	ATM networks (e.g. BancNet), card processors	Upstream: Account balance; Downstream: Reconciliation
1.8	Account Servicing and Customer Maintenance	Profile updates, account changes	Customer service, branch staff	CRM, CBS	Contact centre providers	Upstream: Customer requests; Downstream: All CBS
1.9	Interest, Fees, and Charges Processing	Interest calculation, fee application	Finance, operations staff	Interest engine, CBS	None	Upstream: Account balances; Downstream: Reporting
1.10	Statement, Passbook, and Balance Reporting	Statement generation, balance inquiry	Operations, IT support	Reporting systems, data warehouse	Print/mail vendors	Upstream: Transaction processing; Downstream: Customer delivery
1.11	Digital Account Access and Channel Integration	Login, authentication, transactions	Digital banking team, IT security	Mobile app, internet banking, API gateway	Cloud providers, fintech partners	Upstream: Identity systems; Downstream: Transactions
1.12	ATM and Card-Based Access Management	Card issuance, PIN management	Card ops team	Card management system, ATM switch	Card networks (Visa/Mastercard), ATM vendors	Upstream: Account setup; Downstream: Withdrawals
1.13	Account Reconciliation and Exception Handling	Reconciliation, discrepancy resolution	Finance, ops reconciliation team	Reconciliation systems, CBS	External auditors	Upstream: Transactions; Downstream: Reporting
1.14	Dormancy, Holds, Restrictions, and Account Control Administration	Dormancy tagging, account restrictions	Compliance, operations	CBS controls the module	None	Upstream: Account activity; Downstream: Transactions
1.15	Fraud Monitoring and Transaction Surveillance	Fraud detection, alerts, case management	Fraud analysts, risk team	Fraud monitoring system, AI analytics	Fraud intelligence providers	Upstream: Transactions; Downstream: Incident response
1.16	Complaints, Disputes, and Service Recovery	Complaint logging, dispute resolution	Customer service, dispute team	Case management system, CRM	Ombudsman, external mediation bodies	Upstream: Customer interaction; Downstream: Reporting
1.17	Regulatory Reporting and Compliance Monitoring	Regulatory report generation, compliance checks	Compliance officers, reporting team	Regulatory reporting systems	Regulators, data providers	Upstream: All CBS; Downstream: Regulators
1.18	Incident Response, Business Continuity, and Recovery	Incident management, DR activation	BCM team, IT DR team	Incident management tools, DR site, backup systems	DR site providers, telecom providers	Upstream: All systems; Downstream: Service recovery

Regulatory Alignment and Operational Resilience Considerations

Under BSP Circular No. 1203 Series of 2024, the following requirements are addressed through this mapping:

End-to-End Mapping of Critical Business Services
Banks must identify and document all resources supporting critical services, including interconnections and dependencies.
Identification of Critical Dependencies
This table highlights reliance on third parties such as payment networks, cloud providers, and KYC vendors.
Technology and Cyber Resilience Integration
Critical systems (CBS, mobile banking, fraud systems) must have redundancy, monitoring, and recovery capabilities.
Third-Party Risk Management
External providers (e.g., ATM networks, AML databases) must be assessed for resilience and included in continuity planning.
Support for Scenario Testing and Impact Tolerance
The mapping provides the foundation for testing severe but plausible scenarios and defining maximum tolerable disruption levels.

The mapping of processes and resources for CBS-1 Deposit and Account Services provides a comprehensive view of how Union Bank of the Philippines delivers one of its most critical services.

By clearly identifying the relationships between processes, people, technology, and third-party providers, the bank strengthens its ability to anticipate, withstand, and recover from disruptions.

This structured mapping is not only a regulatory requirement but also a strategic enabler of resilience.

It supports subsequent stages, such as impact-tolerance setting, development of severe but plausible scenarios, and scenario testing—ensuring the bank can maintain service continuity and protect customers even under adverse conditions.

eBook 3: Starting Your OR Implementation
CBS-1 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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