[OR] [MB] [E4] [CBS] [4] [MPR] Map Processes and Resources

Map Processes and Resources

CBS-4: Payment and Settlement Systems

Introduction

The Payment and Settlement Systems (CBS-4) form one of the most critical business services within Maybank Malaysia’s financial operations.

These systems ensure the seamless processing, transfer, and settlement of monetary transactions across various channels, supporting both retail and corporate customers.

As the backbone of financial intermediation, the reliability, efficiency, and security of these processes are paramount to the bank’s stability and customer trust.

This chapter provides a detailed resource mapping for each key process within CBS-4.

The mapping outlines the supporting elements required to maintain operational integrity, including personnel, defined processes, enabling technology (both applications and infrastructure), and third-party vendors.

This structured view facilitates comprehensive oversight, resource planning, risk management, and operational resilience for the Payment and Settlement Systems.

Here is a structured summary of the resource mapping for the Critical Business Service CBS-4: Payment and Settlement Systems of Maybank.

Each process is detailed with its supporting resources under People, Processes, Technology, and Third-party Vendors.

Map Processes and Resources for Critical Business Service

CBS-4: Payment and Settlement Systems

Sub-CBS	People	Processes	Technology	Third-party Vendors
1. Retail Funds Transfer Processing	Payment operations officers, retail banking staff	Customer funds validation, transaction queuing, and posting rules	Core Banking System, Retail Transfer Engine, Middleware	GIRO operators, Network Service Providers
2. Corporate & Bulk Payments	Corporate payment specialists, compliance analysts	Batch processing, approval workflows, AML checks	Corporate Internet Banking, Bulk Payment Engine, ERP integrations	ERP vendors, Payment gateway aggregators
3. Real-Time Gross Settlement (RENTAS)	Treasury staff, central bank liaison officers	Real-time validation, liquidity monitoring	RENTAS interface, SWIFT messaging, RTGS modules	Bank Negara Malaysia (BNM), SWIFT
4. Cross-Border Payments (SWIFT)	FX dealers, transaction analysts	SWIFT message formatting, FX application, compliance	SWIFT Alliance Access, AML systems	SWIFT, Correspondent Banks
5. Cheque Clearing	Clearing team, branch ops	Image capture, clearing house coordination	Cheque Imaging Systems, National Clearing System	MyClear, Cheque scanning providers
6. E-Wallet & Mobile Payment Integration	Digital banking team, API developers	KYC, tokenisation, authentication	Open API Gateway, Mobile Banking App, Tokenisation Engine	e-Wallet providers (TnG, Boost), Fintech partners
7. JomPAY & Bill Payments	Billing ops, partner liaison team	Bill validation, Biller registration, and settlement	JomPAY backend, Bill Payment Gateway, Partner APIs	PayNet (JomPAY), Biller aggregators
8. Merchant & Acquiring Payments	Merchant services, POS ops	Merchant onboarding, transaction routing, and settlement	POS Systems, Acquiring Gateway, Reconciliation Tools	POS providers, Visa/MasterCard networks
9. ATM & CDM Transactions Settlement	ATM ops team, reconciliation officers	Cash loading, transaction logging, and EOD settlement	ATM/CDM Software, Switch Systems, Core Banking Integration	ATM vendors (NCR), MEPS
10. Fraud & Risk Monitoring	Fraud analysts, cybersecurity team	Real-time monitoring, anomaly detection, and alerts	Fraud Detection Engine, SIEM, Behaviour Analytics Tools	Feedzai, Cybersecurity consultants
11. Reconciliation & Daily Settlement	Reconciliation team	Transaction matching, exception handling	Reconciliation Software, Data Warehouse, Core Ledger Systems	AutoRek, Data services providers
12. Chargeback & Dispute Resolution	Dispute officers, customer service	Case logging, evidence validation, and regulatory reporting	Dispute Management Module, CRM Systems	Visa/MasterCard, Dispute resolution vendors
13. Resilience & Uptime	IT infra team, DR specialists	High availability, BCP/DR drills	Redundant Data Centres, Load Balancers, Monitoring Dashboards	AWS, Azure, DR service providers

Summing Up ...

The effective operation of CBS-4: Payment and Settlement Systems depends on a tightly integrated ecosystem of skilled personnel, standardised processes, advanced technologies, and reliable third-party partnerships.

Each component process—retail and corporate payments to fraud monitoring and dispute resolution—requires a unique combination of resources to deliver secure, timely, and compliant payment services.

This resource mapping is a critical reference for operational oversight, IT alignment, business continuity planning, and regulatory compliance.

By understanding and maintaining the interdependencies among people, processes, technology, and vendors, Maybank can ensure the resilience and agility of its payment systems in the face of evolving customer expectations, technological advancements, and regulatory demands.

Operational Resilience in Action: Case Studies and Best Practices for MayBank
eBook 4: Starting Your OR Implementation
CBS-4 Payment and Settlement Systems
CBS-4 DP	CBS-4 MD	CBS-4 MPR	CBS-4 ITo	CBS-4 SuPS	CBS-4 ST

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