[OR] [BSN] [E3] [C1] Starting Your OR Implementation for BSN

eBook 3: Chapter 1

Beginning the Journey of Operational Resilience Implementation

Introduction

“Starting Your OR Implementation” marks the third and final instalment of the Operational Resilience for Financial Services: The BSN Malaysia Approach series.

This ebook is the practical launchpad for Metrobank’s Operational Resilience (OR) implementation journey.

Built on the foundational knowledge presented in the earlier two ebooks—Understanding Your Organisation and Implementing Operational Resilience—this edition shifts the focus from theory and frameworks to tangible execution.

This volume is designed as a reference and a playbook for Operational Resilience professionals, risk managers, and business unit leaders who drive OR initiatives across the bank.

It reflects Metrobank’s commitment to enhancing its ability to respond to, recover from, and adapt to operational disruptions in an increasingly complex and interconnected environment.

From Planning to Execution

The five core stages of the “Plan” phase in the Operational Resilience Planning Methodology are central to this ebook. These stages form the backbone of OR implementation:

• Identify Critical Business Services [DP]
  Determining the business services that, if disrupted, could pose a significant risk to Metrobank’s customers, market integrity, or financial stability.
  
  
• Map Dependency and Connectivity [MD]
  Uncovering and documenting the relationships and interdependencies—both internal and external—that support the delivery of critical business services.
  
  
• Map Processes and Resources [MPR]
  Cataloguing the key operational elements—people, systems, data, and facilities—that underpin each critical business service's performance and continuity.
  
  
• Establish Impact Tolerances [ITo]
  Setting defined thresholds for disruption to determine how much stress a service can endure before unacceptable harm occurs.
  
  
• Identify Severe but Plausible Scenarios [SuPS]
  Identifying Severe but Plausible Scenarios that could critically impact each detailed process within the Critical Business Service
  
  
• Perform Scenario Testing [ST]
  Validating assumptions and capabilities by simulating disruptive scenarios to evaluate how well the bank can maintain or recover its critical business services.

Each stage is covered through submissions from BSN’s core business units. These units have translated the methodology into practice, providing real-world insights into the challenges and solutions of each phase.

The submissions focus on the following Critical Business Services (CBS), as defined by BSN:

• CBS-1 Retail Banking Services
• CBS-2 Government Aid and Disbursement Services
• CBS-3 ATM and Self-Service Banking Infrastructure
• CBS-4 Digital Banking (myBSN Online and Mobile Banking App)
• CBS-5 Loan Disbursement and Repayment Processing
• CBS-6 Agent Banking (BSN Banking Agents)
• CBS-7 Treasury and Liquidity Management
• CBS-8 Core Banking System (CBS Infrastructure)
• CBS-9 Customer Complaint and Dispute Resolution
• CBS-10 Regulatory Reporting and Compliance

Practical Value for Organisations and Practitioners

This eBook is more than an internal knowledge asset—it is part of the value-added resources offered to organisations implementing or enhancing their OR capabilities through BCM Institute’s training-led implementation approach.

As part of the Institute’s competency-based certification courses, this publication supports practical understanding and skill development, enabling professionals to interpret the methodology and apply it effectively.

Whether embarking on your first OR initiative or refining an existing framework, this guide provides the clarity, structure, and examples necessary to advance your resilience efforts.

It translates the abstract concept of operational resilience into concrete actions, enabling organisations to proactively safeguard their critical functions against expected and unforeseen disruptions.

What to Expect

In the following chapters, readers will find detailed documentation, observations, and best practices from across Metrobank’s operational ecosystem.

These insights showcase the collaboration among Risk Management, business units, and the OR program office, all working together to operationalise resilience.

As you begin your OR implementation journey with this guide, remember: resilience is not a one-time project but a dynamic capability. It is strengthened by continuous learning, iterative improvement, and shared commitment across all levels of the organisation.

Let this volume be your companion as you turn strategy into practice—and plans into resilience.

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