[OR] [MB] [E4] [CBS] [10] [MD] Map Dependency

Dependency Mapping Table

CBS-10 – Self-service Terminal

Introduction

Self-service terminals (SSTs), including automated teller machines (ATMs) and cash deposit machines (CDMs), are a cornerstone of Maybank’s customer service delivery.

They provide customers with secure, accessible, and efficient channels for banking transactions without direct staff interaction.

To ensure resilience and operational continuity, it is essential to map the dependencies of these terminals, covering people, processes, technologies, and third-party services that support their operation.

Understanding these dependencies highlights potential vulnerabilities and strengthens Maybank’s ability to maintain service delivery in alignment with regulatory and customer expectations.

Table: Dependency Mapping for CBS-10

Sub-CBS Code	Sub-CBS	Dependency Type	Dependency Detail	Connectivity
10-1	Authentication & Access	People	System administrators and the IT security team manage authentication protocols.	Interfaces with Maybank’s core banking systems, card networks, and identity verification platforms
		Process	KYC, PIN validation, biometric verification (if applicable)	Linked to internal customer databases and real-time validation processes
		Technology	ATM software, encryption modules, card readers, and biometric scanners	Connects to security modules, backend servers, and card schemes
		Third Party	Card network providers (Visa, Mastercard, MyDebit)	Integration with external payment networks for authentication
10-2	Withdrawal (Card & Contactless)	People	Branch operations staff monitoring cash loading and replenishment	Works with cash-in-transit vendors and ATM management system
		Process	Withdrawal request validation, balance checking, transaction posting	Connects to core banking ledger and real-time authorisation
		Technology	Cash dispenser unit, NFC/contactless readers, secure PIN pads	Linked with transaction processing servers
		Third Party	Cash-in-transit companies, ATM hardware vendors	Dependencies for physical cash handling and machine uptime
10-3	Deposit & Inquiry	People	Branch staff for cash deposit reconciliation	Interfaces with finance and reconciliation teams
		Process	Real-time crediting, envelope deposit validation, reconciliation workflow	Connects to back-office settlement systems
		Technology	Cash acceptor, check scanner, transaction logging software	Integration with database and reporting tools
		Third Party	Hardware maintenance vendors	Support for equipment servicing and issue resolution
10-4	Activation & Setup (Cash-out)	People	Customer service staff assisting with initial setup or blocked accounts	Linked to branch-level troubleshooting
		Process	Activation of card/terminal access, reset protocols	Connects to customer identity verification
		Technology	ATM middleware, customer activation modules	Interfaces with CRM and card issuance systems
		Third Party	Card personalization/issuance vendors	Supports re-issuance and configuration of cards
10-5	Availability Management	People	IT operations, monitoring team, and SOC/NOC analysts	Interfaces with monitoring dashboards and incident response teams
		Process	Incident response, failover procedures, SLA management	Linked with BCM and DRP procedures
		Technology	Monitoring tools, redundancy systems, backup power supply	Connects to enterprise IT infrastructure and disaster recovery systems
		Third Party	Network service providers, facility management vendors	Dependencies for connectivity, power, and infrastructure upkeep
10-6	Security & Resilience	People	Information security officers, fraud monitoring analysts	Connects with fraud detection systems and alert platforms
		Process	Transaction monitoring, anomaly detection, fraud reporting	Integrated with AML/KYC monitoring systems
		Technology	Security cameras, anti-skimming devices, encryption, firewalls	Interfaces with central fraud prevention tools and security layers
		Third Party	Law enforcement, cybersecurity vendors, hardware security module providers	Collaboration for fraud investigations and security patches
10-7	Customer Support & Recovery	People	Call centre agents, branch staff, recovery specialists	Directly connected to customer interaction platforms
		Process	Complaint handling, card recovery, dispute management	Linked with CRM and service ticketing systems
		Technology	IVR systems, CRM software, ticketing tools	Connects to ATM backend transaction history for issue tracing
		Third Party	Outsourced contact centre vendors, logistics providers for card delivery	Support recovery, reissuance, and escalation management

[BCM] [Thin Banner] Summing Up

Mapping dependencies for Maybank’s self-service terminals (CBS-10) highlights the intricate interplay between people, processes, technology, and third-party providers.

These terminals serve as a crucial customer touchpoint, enabling 24/7 banking access, yet they rely heavily on secure authentication, robust transaction processing, reliable availability, and resilient security measures.

By systematically identifying and understanding these dependencies, Maybank strengthens its operational resilience, minimises service disruptions, and ensures customer trust in its self-service delivery channels.

Operational Resilience in Action: Case Studies and Best Practices for MayBank
eBook 4: Starting Your OR Implementation
CBS-10 Self-service Terminal
CBS-10 DP	CBS-10 MD	CBS-10 MPR	CBS-10 ITo	CBS-10 SuPS	CBS-10 ST

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.

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

To learn more about the course and schedule, click the buttons below for the [OR-3] OR-300 Operational Resilience Implementer course and the [OR-5] OR-5000 Operational Resilience Expert Implementer course.