东亚银行后台业务集中处理运营模式研究

发布时间：2018-02-08 23:36

本文关键词： 运营模式后台集中处理业务流程客户体验　出处：《广东外语外贸大学》2016年硕士论文　论文类型：学位论文

【摘要】：商业银行前台与后台业务分离,后台业务集中化标准作业是银行运营模式发展的新趋势,该模式是指商业银行“以客户为中心”通过业务流程再改造建立垂直的业务条线管理体系,将非实时性交易业务、保障性业务、核算性业务的集中处理。实施前后台分离的目的是简化银行前台业务操作步骤与流程,节省客户等待的时间,促进前台网点功能转型,使其专注于营销和客户服务,从而提高客户对银行整体服务的满意度,改善客户体验。后台则发挥集约化优势,将原本属于前台网点操作的非实时和非交易性等业务划转到银行后台部门进行标准化和专业化处理,从而实现银行运营管理水平、风险控制水平、业务操作效率的同步提升。国外银行很早就提出相关概念并于上世纪九十年代开始实施,现发展已日臻成熟。许多国内外商业银行从上世纪九十年代到本世纪初,借鉴同业经验一直在进行着探索并逐步推广。国内外商业银行长期以来实行的是传统的分散运营,近年来,不少商业银行亦本着“以客户为中心”的经营理念,借鉴先进银行的做法,结合自身实际,以银行业务流程再造为切入点,依托信息技术和影像技术按照扁平化、集中化、专业化和前后台分离的原则逐步建立起符合现代银行经营管理的后台运营模式,积极开展业务前后台分离及后台集中的改革与尝试,客观地说提高了银行运营效率,取得了一定成效,但从现阶段东亚银行前后台业务分离后台业务集中操作的具体实施效果来看,也仍然存在着一些问题与不足之处,具有较大的局限性。本文以东亚银行为例,首先阐述了商业银行前后台业务分离后台业务集中运营模式的相关概念与理论基础,指出商业银行进一步深化业务前后台分离及后台集中改革的必要性。其次分析了东亚银行后台业务运营模式的现状与不足,指出东亚银行现阶段后台运营模式存在的主要问题。再次介绍了国外有关商业银行后台业务集中运营的经验以及对东亚银行的启示。最后分析了东亚银行推进业务前后台分离及后台业务集中运营模式过程中出现的问题与不足之处,并提出了相关对策和建议。本文主体论述有六章,第一章主要介绍商业银行前后台业务分离后台业务集中处理运营模式的研究背景和意义、国内外相关领域研究现状,并介绍了论文整体的研究思路、研究框架和研究方法。第二章介绍商业银行后台业务集中运营模式的相关概念并进行了理论分析。第三章较为详细的介绍了当今国外银行后台集中运营的主要做法与先进经验,重点介绍了后台运营管理较为出色的汇丰银行的后台运营机制。第四章剖析了我所在的东亚银行后台集中运营的现状及存在的主要问题。第五章是对东亚银行后台集中处理运营模式的建议。第六章对全文进行了总结,并提出了对所研究课题未来的展望。
[Abstract]:The separation of foreground and back-office business in commercial banks, and the centralized standard operation of back-office business are the new trends in the development of bank operation mode. The model refers to the establishment of vertical business line management system by "customer-centered" business process reengineering in commercial banks, which will result in non-real-time transactions and indemnificatory business. The purpose of implementing the separation of front and back business is to simplify the operation steps and processes of bank foreground business, to save customer waiting time, to promote the functional transformation of front office, and to make it focus on marketing and customer service. In order to improve customer satisfaction with the overall service of the bank and improve the customer experience, the backstage will give play to its intensive advantage. The non-real-time and non-transactional business that was originally operated by the foreground network is transferred to the backstage department of the bank for standardization and specialized processing, so as to realize the level of bank operation management and risk control. Foreign banks put forward the related concept very early and put it into practice in -10s, and now it has become more and more mature. Many domestic and foreign commercial banks from -10s to the beginning of this century, The domestic and foreign commercial banks have been implementing the traditional decentralized operation for a long time. In recent years, many commercial banks have also been guided by the "customer-centered" business philosophy. Drawing lessons from the practices of advanced banks, combining with their own reality, taking bank business process reengineering as the starting point, relying on information technology and image technology, according to flat, centralized, The principle of specialization and separation of the front and back gradually establishes a background operation model that conforms to the management of modern banks, actively carries out the reform and attempt of separation of business front and back and the centralization of the backstage, and objectively improves the efficiency of bank operations. Some achievements have been made, but from the concrete implementation effect of the separation of the front and back business of the Bank of East Asia at the present stage, there are still some problems and deficiencies, which have great limitations. This paper takes the Bank of East Asia as an example. First of all, the related concepts and theoretical basis of the centralized operation mode of the former and back business separation of commercial banks are expounded. It points out the necessity of further deepening the separation of business front and back and the reform of backstage centralization of commercial banks. Secondly, the paper analyzes the present situation and deficiency of the background business operation mode of Bank of East Asia. This paper points out the main problems existing in the background operation mode of the Bank of East Asia at the present stage, and introduces the experience of foreign commercial banks in the centralized operation of the back-office business and the enlightenment to the Bank of East Asia. Finally, the paper analyzes the promotion industry of the Bank of East Asia. Problems and shortcomings in the process of separation of front and background and centralized operation of back-office business, There are six chapters in this paper. The first chapter mainly introduces the research background and significance of the business separation and operation mode of commercial banks, and the research status of related fields at home and abroad. And introduced the whole research ideas of the paper, The second chapter introduces the related concepts and theoretical analysis of commercial bank back-end centralized operation mode. Chapter three introduces the main methods and advanced experience of foreign bank centralized operation in detail. This paper focuses on the background operation mechanism of HSBC, which has excellent background operation management. Chapter 4th analyzes the current situation and main problems of the backstage centralized operation of the Bank of East Asia. Chapter 5th is after the Bank of East Asia. Chapter 6th summarizes the full text. The prospect of the future of the research topic is also put forward.
【学位授予单位】：广东外语外贸大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F832.2

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