基于国有商业银行客户经理胜任力特征研究

发布时间：2018-08-13 18:44

【摘要】：国有商业银行即是国有独资的商业银行，主要的特点就是银行的资本所有都是由国家投资的，在金融业占有主导的地位。但随着我国国有商业银行的改制，再加上大量股份制商业银行和外资银行的激烈竞争，客户经理成为重要的无形资本，在一定程度上决定了国有商业银行生存与发展的关键。国有商业银行的客户经理的工作职责首先是为客户提供银行的传统业务，即是满足客户存款，贷款的需求。随着商业银行发展的不断完善，客户经理的职责还包括了不断的开发新的客户源，建立银行与客户之间的关系，满足客户多元化的需求，包括了理财服务，出国留学服务，保险服务等一体化的金融服务。国有商业银行客户经理制度的建立，是社会主义市场经济发展的必要结果，是国有金融体制改革的必然产物。客户经理对银行的业务发展有着至关重要的作用。因此，招聘优秀的客户经理，并对其进行培训开发至关重要，而招聘和培训基础则是建立客户经理胜任力因子体系。本文中胜任力特征是可以将业绩平平者与业绩优秀者区别开来的个人深层次的标准，它可以是个人潜在的动机，态度，自我形象和价值观，也可以是可被具体测量或计数的个人的知识，认知或者是行为技能，而依据胜任力特征建立起的胜任力模型是指在工作或组织中担当一个角色或职位所需要的知识，技能和性格特点的组合。因此，本论文目的是通过构建的国有商业银行客户经理胜任力模型，更加有效地应用到客户经理的人力资源管理上，比如客户经理的招聘和选拔，培训开发以及绩效考核等。本文首先从论文研究的目的和意义出发，通过查阅文献，岗位说明书以及客户经理制度文件等内容，对胜任我国国有商业银行客户经理这一岗位的基本能力的要求说明，界定了本文的研究对象。然后概括了胜任力及胜任力模型研究的理论，论述了胜任力的产生兴起和胜任力的识别方法，通过了冰山模型描述了胜任力的结构，最后回顾了胜任力及胜任力模型在国内外的现状和发展趋势。本文借鉴了已有的胜任力词典和相关的文献资料，运用了行为事件访谈法和口语主题编码方法。在行为事件访谈中，分别对优秀绩效者和一般绩效者进行访谈，通过对比分析得到了不同胜任力因子的频次，初步建立了国有商业银行客户经理的胜任力因子体系，总共包括了25个胜任力特征，形成了初步的质的分析。然后在此基础上，制作了国有商业银行客户经理胜任力特征的调查问卷，问卷采用Likert五级量表，总共有54个题目，从1分到5，其中1代表最不重要，5代表最重要。通过问卷的发放，总共得到有效问卷114份。最后以SPSS软件为主要分析工具，对因子的效度和信度进行了检验，最终确定了商业银行客户经理胜任力结构模型。研究结果表明：商业银行客户经理胜任力模型包括了14个胜任力一级因子和54个胜任力二级因子，一级因子包括了：团队合作，爱岗敬业，，专业能力，沟通表达能力，以客户为中心，资源整合，良好的工作心态，管理和服务客户，分析判断客户，成就欲，信任公司，合理安排时间，营销能力，个性化服务等。本文通过理论和现实相结合的研究方法，初步达到了研究的目标，研究结果在商业银行客户经理工作分析中，培训和开发中，招聘和选拔中，薪酬管理，绩效评估以及职业生涯规划等人力资源工作中得到应用。
[Abstract]:State-owned commercial banks are solely state-owned commercial banks. The main feature is that the capital ownership of the banks is invested by the state and occupies a dominant position in the financial industry. To a certain extent, this determines the key to the survival and development of state-owned commercial banks.
Customer managers of state-owned commercial banks are responsible for providing customers with the traditional business of banks, that is, to meet the needs of customers'deposits and loans. The establishment of the customer manager system of state-owned commercial banks is the necessary result of the development of socialist market economy and the inevitable outcome of the reform of state-owned financial system. It is very important to recruit and train excellent customer managers, and the basis of recruitment and training is to establish a competency factor system for customer managers.
Competency characteristics in this paper can be a deep-seated personal criterion that distinguishes the average performer from the outstanding performer. It can be a potential motivation, attitude, self-image and values of the individual, or it can be measured or counted by the individual's knowledge, cognition or behavior skills, and it can be built on the basis of competency characteristics. Competency model refers to the combination of knowledge, skills and personality characteristics required to play a role or position in a job or organization. Therefore, the purpose of this paper is to apply the competency model of customer managers in state-owned commercial banks to the human resource management of customer managers more effectively, such as the recruitment and selection of customer managers. Training, development and performance appraisal.
This paper begins with the purpose and significance of the study, and then defines the object of this study by referring to the literature, job description and the system documents of customer manager. Then it summarizes the theory of competency and competency model research. This paper discusses the emergence of competence and the identification method of competence, describes the structure of competence through the iceberg model, and finally reviews the status quo and development trend of competence and competency models at home and abroad. This paper draws on the existing competency dictionary and relevant literature, and uses behavioral event interview and oral subject. In the behavioral event interview, we interviewed the excellent performers and the general performers respectively, and obtained the frequency of different competency factors through the comparative analysis. We initially established the competency factor system of the customer managers of state-owned commercial banks, which includes 25 competency characteristics and formed a preliminary qualitative analysis. On this basis, a questionnaire about the competency of the customer managers of state-owned commercial banks was made. The questionnaire used Likert five-level scale. There were 54 questions, ranging from 1 to 5, of which 1 was the least important and 5 was the most important. The validity and reliability of the model were tested and the competency structure model of commercial bank customer manager was finally established. Customer-centered, resource integration, good work attitude, management and service of customers, analysis and judgment of customers, desire for achievement, trust in the company, reasonable timing, marketing capabilities, personalized services.
The research results have been applied in the job analysis of customer managers in commercial banks, training and development, recruitment and selection, salary management, performance evaluation and career planning.
【学位授予单位】：成都理工大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F832.2;F224

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