[OR] [BSN] [E2] [C20] Conclusion for eBook 2

Chapter 20

Summary — The BSN Malaysia Operational Resilience Journey

In this eBook, “Operational Resilience for Financial Services: The BSN Malaysia Approach,” we have explored how Bank Simpanan Nasional (BSN) has undertaken a structured and strategic journey to build and embed operational resilience into the fabric of its financial services ecosystem.

With the evolving risk landscape, rising customer expectations, and increasing regulatory demands, BSN’s commitment to resilience ensures it remains agile, responsive, and trustworthy, especially during disruptions.

The methodology presented was structured across three core phases—Plan, Implement, and Sustain—each containing five key stages, forming a holistic and actionable framework for institutions embarking on or refining their resilience journey.

Phase 1: Plan — Establishing the Foundation

BSN began by assessing its current capabilities and maturity, analysing the gaps between its existing posture and resilience objectives.

It then developed a strategic roadmap anchored in a well-defined risk appetite and underpinned by strong governance.

This foundational phase ensured organisational alignment, accountability, and executive ownership.

Phase 2: Implement — Bringing the Strategy to Life

With its strategic direction set, BSN focused on identifying its Critical Business Services (CBS), mapping dependencies, setting impact tolerances, and conducting rigorous scenario testing.

Lessons learned from these exercises fed back into improving operational readiness and response, bridging theory with practice.

Phase 3: Sustain — Embedding Resilience

Resilience is not a one-time initiative. BSN focused on embedding resilience into its culture and operations.

Through effective communication strategies, training and awareness programmes, structured self-assessments, and independent quality reviews, BSN fostered a culture of continuous improvement.

This phase ensured long-term sustainability and responsiveness across the organisation.

Key Takeaways:

• BSN’s approach emphasises leadership commitment, regulatory alignment, and stakeholder engagement at every phase.
• Operational resilience is integrated with risk management, business continuity, and enterprise strategy.
• Continuous assessment and adaptation are essential to ensure resilience remains fit-for-purpose amid a dynamic risk environment.

As a state-owned bank with a mission to serve the financial well-being of Malaysians, BSN’s operational resilience framework offers a model of how financial institutions can build trust, minimise disruption impact, and continue delivering critical services in the face of uncertainty.

This eBook is intended as both a roadmap and a reflection of BSN’s commitment to operational excellence and public service resilience.

Gain Competency: For organisations looking to accelerate their journey, BCM Institute’s training and certification programs, including the OR-5000 Operational Resilience Expert Implementer course, provide in-depth insights and practical toolkits for effectively embedding this model.