[OR] [AB] [E1] [C2] Understanding Your Organisation

Operational Resilience at Alliance Bank: A Strategic Implementation Guide

Chapter 2

Understanding Your Organisation: Alliance Bank Malaysia

Operational resilience is not a static capability but an evolving discipline rooted in a deep understanding of the organisation.

For Alliance Bank Malaysia Berhad ("Alliance Bank"), this foundational understanding is the bedrock upon which all resilience strategies are built. ISO 22316:2017, the international standard for organisational resilience, and Bank Negara Malaysia’s policy documents on Operational Resilience and Business Continuity Management both emphasise that true resilience begins with clear situational awareness.

This includes knowledge of the organisation's structure, context, culture, and critical dependencies.

Purpose of The Chapter

This chapter aims to provide readers with a foundational understanding of why an in-depth awareness of the organisation is essential for building and sustaining operational resilience.

In alignment with ISO 22316 and Bank Negara Malaysia’s policy expectations, this chapter emphasises that resilience is not simply about response capabilities—it starts with knowing the organisation’s internal structure, strategic intent, cultural values, and operational dependencies.

For resilience initiatives to be meaningful, they must be grounded in the real-world context of the organisation they are designed to protect.

By reading this chapter, readers will gain clarity on the critical components that make up Alliance Bank’s organisational identity and operational ecosystem. This includes understanding the bank’s strategic priorities, risk landscape, key stakeholders, and essential business functions.

With this knowledge, readers will better comprehend how resilience strategies are tailored, why specific controls or frameworks are necessary, and how various elements interconnect to form a resilient organisation.

Organisational Context and Strategic Direction

Alliance Bank is a dynamic, customer-centric financial institution headquartered in Kuala Lumpur. It serves individuals, SMEs, and corporate clients across Malaysia.

Guided by its vision to be the country's most customer-centric and progressive bank, the bank leverages digital innovation, operational efficiency, and personalised service delivery.

In alignment with its strategic focus areas—namely digital transformation, SME expansion, and sustainable finance—Alliance Bank's operational resilience framework is designed to support business continuity, customer trust, and regulatory compliance.

Understanding this strategic direction is crucial to embedding resilience in all operational layers.

Internal Environment and Capabilities

Alliance Bank’s internal environment comprises a matrix of business units, support functions, and governance layers. Key capabilities that support resilience include:

• Robust governance structures, including board-level oversight of risk and compliance.
• Cross-functional collaboration is facilitated through risk and resilience committees.
• Integrated IT systems and cybersecurity controls which support service delivery and protect customer data.
• A values-based culture, focused on integrity, collaboration, and agility.

These capabilities reflect the organisation’s maturity in managing risks and adapting to change, both core tenets of ISO 22316.

External Environment and Key Stakeholders

Alliance Bank operates within a regulatory landscape shaped by BNM guidelines, regional economic conditions, evolving customer expectations, and fintech competition in an increasingly interconnected financial ecosystem.

Key external stakeholders include:

• Regulatory bodies, particularly Bank Negara Malaysia, set the compliance tone through guidelines like the Operational Resilience and BCM Policy Documents.
• Customers whose trust and continued patronage hinge on consistent service availability.
• Business partners and suppliers who form part of the value chain.
• Shareholders and investors who expect robust risk management as a prerequisite for sustainable growth.

Understanding these stakeholders’ expectations helps the bank tailor its resilience strategy to meet compliance and commercial goals.

Critical Business Services and Interdependencies

Operational resilience depends heavily on identifying and safeguarding critical business services whose disruption would significantly impact customers, the market, or the financial system.

Alliance Bank has mapped these services and their supporting assets, including:

• Core banking platforms and digital channels
• Key personnel and subject matter experts
• Third-party vendors and outsourced service providers
• Infrastructure and data centres

These interdependencies are continuously monitored through scenario planning and impact assessments to ensure proactive risk mitigation and rapid recovery capabilities.

Organisational Culture and Resilience Mindset

Alliance Bank fosters a culture of continuous improvement, accountability, and proactive risk management.

The organisation invests in awareness campaigns, training programs, and simulation exercises to embed resilience thinking across all levels.

This cultural foundation reinforces employee engagement and enhances the bank’s capacity to respond, adapt, and thrive during disruptions.

Alignment with ISO 22316 and BNM Expectations

By understanding its organisational context, Alliance Bank demonstrates compliance with ISO 22316’s principles, including:

• Shared vision and purpose
• An inclusive and transparent culture
• Effective resource management
• Leadership commitment and empowered governance

Moreover, the bank’s alignment with BNM’s Operational Resilience policy underscores its commitment to national financial stability, customer protection, and sector-wide confidence.

Summing Up … 

Understanding the organisation is not a one-time exercise—it is a continuous effort that enables proactive risk management, strategic alignment, and effective response in times of disruption.

For Alliance Bank, this means maintaining clarity on its purpose, structure, and stakeholder expectations while fostering a culture that values adaptability and forward-thinking.

This chapter sets the stage for the rest of the guide by reinforcing the importance of a well-informed and context-aware foundation in developing a resilient, agile, and compliant financial institution.

Alliance Bank meets regulatory requirements by anchoring operational resilience strategies in a deep understanding of the organisation. It strengthens its capacity to protect its customers, employees, and reputation in the face of evolving challenges.

Operational Resilience at Alliance Bank: A Strategic Implementation Guide
Understanding the Organisation: Alliance Bank

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