Business Capability Model
Business Capability Model¶
Simpaisa Holdings - Business Architecture Capability Map
Licensed: Bangladesh (active), Pakistan (near completion), Dubai DFSA Cat 3D (in progress). Considering: Nepal, Saudi Arabia, Egypt.
Services: Pay-In, Pay-Out, Remittances, Cards/Wallets, White-Label Platforms.
Customer & Market
Product & Service Delivery
Operations & Fulfilment
Technology & Infrastructure
Risk, Compliance & Governance
Finance & Commercial
People & Organisation
Customer Acquisition
- Lead Generation
- Partner Onboarding
- Merchant Registration
- Sales Pipeline Management
Payment Products
- Pay-In (Collections)
- Pay-Out (Disbursements)
- Remittances
- Cards and Wallets
- Crypto Off-Ramp
Transaction Processing
- Payment Routing
- FX Management
- Settlement and Reconciliation
- Disbursement Processing
Platform Engineering
- API Gateway
- Core Payment Services
- Integration Layer
- Workflow Orchestration
Financial Crime
- AML and KYC
- Fraud Detection
- Sanctions Screening
- Transaction Monitoring
Financial Management
- Treasury
- Financial Reporting
- Budgeting and Planning
- Nostro Management
Talent
- Recruitment
- Learning and Development
- Performance Management
- Compensation
Customer Management
- KYC and Onboarding
- Account Management
- Segmentation and Analytics
- Churn Prevention
Platform Products
- Merchant Portal
- APIs and SDKs
- White-Label Solutions
- Mobile SDK
Partner Operations
- Corridor Management
- Network Operations
- Partner SLA Management
- Connectivity
Data and Analytics
- Data Warehouse
- Real-Time Analytics
- Reporting and BI
- Data Governance
Regulatory Compliance
- Regulatory Affairs
- Licensing and Authorisation
- Audit and Reporting
- Regulatory Change
Commercial
- Pricing Strategy
- Revenue Management
- Commercial Partnerships
- Billing and Invoicing
Culture and Governance
- OKRs and Strategy
- Organisation Design
- Internal Communications
- Values and Behaviours
Market Intelligence
- Competitive Analysis
- Regulatory Monitoring
- Partner Ecosystem
- Country Entry Assessment
Product Management
- Product Strategy
- Roadmap Planning
- Pricing and Commercials
- SLA Management
Customer Operations
- Dispute and Chargeback Management
- Support and Service Desk
- Onboarding Operations
Infrastructure
- Cloud and Edge
- Observability
- DevSecOps and CI/CD
- Reliability Engineering
Risk Management
- Operational Risk
- Cyber Risk
- Credit Risk
- Business Continuity
Structured Reference - All Domains, L1, L2 and L3 Capabilities¶
1. Customer and Market¶
Customer Acquisition
- Lead Generation
- Digital marketing campaigns (paid search, social, display)
- SEO and content marketing
- Referral and affiliate programme management
- Event and conference marketing
- ABM for enterprise merchants
- Partner Onboarding
- Partner qualification and due diligence
- Commercial term negotiation
- Technical integration support
- Partner portal provisioning
- Joint go-to-market planning
- Merchant Registration
- Online application management
- Document collection workflow
- Merchant categorisation and risk scoring
- Account activation and welcome journey
- Sales Pipeline Management
- CRM data management
- Pipeline forecasting and reporting
- Deal structuring and approval
- Win/loss analysis
- Sales incentive tracking
Customer Management
- KYC and Onboarding
- Identity document verification
- Liveness and biometric checks
- Beneficial ownership determination
- Enhanced due diligence for high-risk merchants
- Onboarding status tracking
- Account Management
- Merchant account configuration
- Fee schedule management
- Volume limit management
- Relationship health monitoring
- Escalation management
- Segmentation and Analytics
- Merchant cohort segmentation
- Behavioural analytics
- Revenue attribution by segment
- Propensity modelling
- Lifetime value tracking
- Churn Prevention
- Early warning indicators
- Proactive retention outreach
- Pricing intervention management
- Win-back campaign execution
- Exit interview and offboarding
Market Intelligence
- Competitive Analysis
- Competitor product benchmarking
- Pricing intelligence
- Feature gap analysis
- Win/loss by competitor
- Market share estimation
- Regulatory Monitoring
- Regulatory bulletin tracking by country
- Horizon scanning for new requirements
- Regulatory change impact assessment
- Industry body participation
- Partner Ecosystem
- Partner capability mapping
- Partnership opportunity scoring
- Ecosystem gap analysis
- Strategic alliance evaluation
- Country Entry Assessment
- Market sizing and TAM analysis
- Regulatory feasibility assessment
- Local partner landscape mapping
- Corridor economics modelling
- Go/no-go decision framework
2. Product and Service Delivery¶
Payment Products
- Pay-In (Collections)
- Direct charge API
- Payment link generation
- Hosted payment page
- Recurring collections
- Virtual account issuance
- Pay-Out (Disbursements)
- Bulk disbursement processing
- Real-time payout API
- Scheduled payout management
- Payout status tracking
- Return and reversal handling
- Remittances
- Cross-border transfer initiation
- FX rate locking
- Beneficiary management
- Transfer status notifications
- Compliance screening integration
- Cards and Wallets
- Prepaid card issuance
- Virtual card management
- Wallet top-up and redemption
- Card transaction processing
- Wallet-to-wallet transfer
- Crypto Off-Ramp
- USDT/USDC acceptance
- Stablecoin-to-fiat conversion
- Crypto wallet integration
- On-chain transaction verification
- Regulatory reporting for crypto receipts
Platform Products
- Merchant Portal
- Dashboard and analytics UI
- Transaction search and export
- Settlement reporting
- Dispute management UI
- User and role management
- APIs and SDKs
- REST API versioning and publication
- SDK generation pipeline
- Developer sandbox environment
- API key and credential management
- Webhook configuration
- White-Label Solutions
- Brand configuration and theming
- Custom domain management
- Feature flag management per tenant
- Multi-tenant data isolation
- White-label onboarding workflow
- Mobile SDK
- iOS SDK maintenance
- Android SDK maintenance
- React Native wrapper
- SDK versioning and release
- Integration documentation
Product Management
- Product Strategy
- Product vision and positioning
- Market opportunity sizing
- Build vs buy assessment
- Strategic roadmap governance
- OKR alignment to product
- Roadmap Planning
- Feature backlog prioritisation
- Quarterly planning cycles
- Dependency mapping
- Capacity and resource alignment
- Stakeholder roadmap communication
- Pricing and Commercials
- MDR rate card management
- FX spread policy
- Volume tier pricing
- Custom pricing approval workflow
- Pricing P&L analysis
- SLA Management
- SLA definition per product
- SLA breach monitoring
- SLA reporting to merchants
- Remediation and credit workflow
- SLA review and uplift
3. Operations and Fulfilment¶
Transaction Processing
- Payment Routing
- Corridor routing rule configuration
- Intelligent switching logic
- Fallback route management
- Routing performance monitoring
- Route cost optimisation
- FX Management
- Live FX rate ingestion
- Rate spread application
- FX hedging position management
- Rate expiry and refresh logic
- FX P&L reporting
- Settlement and Reconciliation
- End-of-day settlement batch
- Nostro account reconciliation
- Break identification and resolution
- Settlement file generation
- Regulatory settlement reporting
- Disbursement Processing
- Payout instruction validation
- Bank rail selection
- Local payment rail submission
- Disbursement confirmation handling
- Failed payout retry logic
Partner Operations
- Corridor Management
- Corridor activation and configuration
- Corridor volume monitoring
- Corridor limit management
- Settlement terms by corridor
- Corridor performance review
- Network Operations
- Connectivity uptime monitoring
- API health monitoring per partner
- Incident escalation to partner
- Network capacity planning
- Partner integration change management
- Partner SLA Management
- Partner SLA definition
- SLA breach detection
- Partner performance reporting
- Remediation tracking
- Partner review cadence
- Connectivity
- API integration build and maintenance
- SFTP and file-based connectivity
- VPN and mTLS configuration
- Connectivity redundancy planning
- New connector onboarding
Customer Operations
- Dispute and Chargeback Management
- Dispute intake and triage
- Evidence gathering workflow
- Chargeback representation
- Dispute outcome tracking
- Dispute trend reporting
- Support and Service Desk
- L1/L2/L3 support tiering
- Ticket management and SLA tracking
- Merchant communication management
- Knowledge base maintenance
- Support quality monitoring
- Onboarding Operations
- KYC document review and approval
- Integration support and testing
- Go-live checklist management
- First transaction monitoring
- Merchant health check at 30/60/90 days
4. Technology and Infrastructure¶
Platform Engineering
- API Gateway
- KrakenD configuration management
- Rate limiting and throttling rules
- Plugin and middleware management
- API traffic monitoring
- Gateway upgrade and patching
- Core Payment Services
- Payment service development and maintenance
- State machine management
- Idempotency handling
- Async processing and queuing
- Service versioning and deprecation
- Integration Layer
- Third-party connector development
- Webhook delivery and retry engine
- Event bus management (NSQ)
- Canonical data model enforcement
- Integration testing framework
- Workflow Orchestration
- Temporal workflow definition
- Long-running process management
- Workflow monitoring and alerting
- Dead letter queue management
- Workflow versioning
Data and Analytics
- Data Warehouse
- Data ingestion pipeline management
- Schema and data model governance
- Historical data archival
- Warehouse query optimisation
- Access control and data masking
- Real-Time Analytics
- Stream processing pipeline
- Real-time dashboard maintenance
- Alerting on data anomalies
- CEP rule management
- Latency monitoring
- Reporting and BI
- Merchant-facing report generation
- Internal management reporting
- Regulatory report production
- Self-service BI tooling
- Report scheduling and distribution
- Data Governance
- Data catalogue management
- Data quality monitoring
- Data lineage tracking
- Retention and archival policy enforcement
- PII classification and handling
Infrastructure
- Cloud and Edge
- Cloudflare edge configuration
- Multi-region deployment management
- CDN and DNS management
- Infrastructure-as-code (Terraform)
- Cost optimisation and rightsizing
- Observability
- OpenTelemetry pipeline management
- Metrics, logs and traces centralisation
- Alerting rule management
- On-call rota and incident response
- SLO and error budget tracking
- DevSecOps and CI/CD
- CI/CD pipeline maintenance
- Automated security scanning (SAST/DAST)
- Container image management
- Deployment pipeline governance
- Branch strategy enforcement
- Reliability Engineering
- SLO definition and measurement
- Chaos engineering programme
- Capacity planning
- Performance testing
- Incident post-mortem management
5. Risk, Compliance and Governance¶
Financial Crime
- AML and KYC
- Customer risk scoring
- Suspicious activity monitoring
- SAR filing
- Periodic KYC refresh
- Enhanced due diligence workflow
- Fraud Detection
- Real-time transaction fraud scoring
- Rules engine management
- ML model governance
- Fraud case management
- Fraud trend reporting
- Sanctions Screening
- Name and entity screening
- Batch screening of existing customers
- Sanctions list update management
- False positive review workflow
- Regulatory escalation
- Transaction Monitoring
- TM rule configuration
- Alert triage and investigation
- Case management
- Threshold calibration
- Regulatory reporting of STRs
Regulatory Compliance
- Regulatory Affairs
- DFSA relationship management
- Regulatory submission calendar
- Regulatory correspondence management
- Policy gap assessment
- Regulatory exam preparation
- Licensing and Authorisation
- Licence application management
- Regulatory capital monitoring
- Condition compliance tracking
- Passporting and equivalence assessment
- Country licence renewal
- Audit and Reporting
- Internal audit programme
- External audit coordination
- Regulatory return preparation
- Board compliance reporting
- Audit finding remediation tracking
- Regulatory Change
- Regulatory horizon scanning
- Change impact assessment
- Implementation planning
- Policy and procedure update
- Staff training on regulatory change
Risk Management
- Operational Risk
- Risk and control self-assessment (RCSA)
- Operational loss event recording
- Key risk indicator monitoring
- Incident root cause analysis
- Risk appetite reporting
- Cyber Risk
- Cyber risk assessment
- Penetration testing programme
- Vulnerability management
- Third-party cyber due diligence
- Cyber insurance management
- Credit Risk
- Merchant credit exposure monitoring
- Settlement exposure limit management
- Credit scoring for deferred settlement
- Loss provisioning
- Credit risk reporting
- Business Continuity
- BCP plan maintenance and testing
- DR testing
- Crisis management framework
- Recovery time objective monitoring
- Business impact analysis
6. Finance and Commercial¶
Financial Management
- Treasury
- Cash position management
- Liquidity forecasting
- Bank relationship management
- Intercompany funding
- Foreign currency position management
- Financial Reporting
- Monthly management accounts
- Board financial pack
- Group consolidation
- Statutory accounts preparation
- Investor reporting
- Budgeting and Planning
- Annual budget process
- Rolling forecast management
- Variance analysis and commentary
- Capex planning
- Headcount planning
- Nostro Management
- Nostro account reconciliation
- Pre-funding management
- Nostro balance optimisation
- Bank fee monitoring
- Correspondent banking relationship management
Commercial
- Pricing Strategy
- Market pricing benchmarking
- Price elasticity analysis
- Margin analysis by corridor and product
- Pricing governance and approval
- Promotional pricing management
- Revenue Management
- Revenue recognition
- MDR revenue tracking
- FX revenue tracking
- Revenue forecasting
- Revenue leakage identification
- Commercial Partnerships
- Partnership P&L management
- Commercial term renegotiation
- Revenue share management
- Referral fee tracking
- Partnership performance review
- Billing and Invoicing
- Merchant invoice generation
- Fee calculation and reconciliation
- Invoice dispute management
- Payment collection and dunning
- Billing system maintenance
7. People and Organisation¶
Talent
- Recruitment
- Job description and grading
- Sourcing strategy
- Interview and assessment process
- Offer management and negotiation
- Hiring manager enablement
- Learning and Development
- Skills gap assessment
- Learning pathway design
- Training delivery and tracking
- Leadership development programme
- External certification support
- Performance Management
- OKR setting and tracking
- Performance review cycle
- Calibration and moderation
- PIP process management
- Recognition programme
- Compensation
- Salary benchmarking
- Annual pay review process
- Bonus and incentive calculation
- Benefits administration
- Compensation governance and approvals
Culture and Governance
- OKRs and Strategy
- Company OKR setting
- OKR cascade to teams
- OKR progress tracking
- Quarterly OKR review
- OKR retrospectives
- Organisation Design
- Org structure design
- RASCI and role clarity
- Span of control management
- Restructure planning and execution
- Headcount approval governance
- Internal Communications
- All-hands and town hall management
- Leadership communication
- Internal newsletter
- Slack and async communication standards
- Change communication
- Values and Behaviours
- Values definition and articulation
- Behavioural framework
- Culture survey and measurement
- Recognition tied to values
- Onboarding culture induction
Design Notes¶
- Colour coding maps to strategic domain ownership: blue tones for customer-facing and product functions, teal for technology, red for risk and compliance, amber for finance, purple for people.
- Level 0 (domain) headers are rendered as dark-background column headers in the visual.
- Level 1 capability groups appear as coloured boxes, each owning a cluster of related sub-capabilities.
- Level 2 sub-capabilities are listed within each L1 box. They represent atomic business capabilities that can be mapped to processes, teams, systems, or OKRs.
- The model is DFSA Cat 3D-aware: Financial Crime, Regulatory Compliance, and Risk Management are distinct first-class domains under Risk, Compliance and Governance, reflecting the regulatory obligations of a DIFC-licensed payment institution.
- Nostro Management appears under Financial Management to reflect the treasury and liquidity obligations of a cross-border payments operator holding funds in multiple corridors.