MBA教育中心知识库

摘  要

  随着经济社会的快速发展，人们对金融服务的需求日趋多元化，商业银行间的竞争进一步加剧。作为银行发展过程中重要的制度设计之一，客户经理在商业银行维护客户、营销产品、推广品牌等方面发挥着非常重要作用，被称为“流动的银行”。近年来，建设银行张掖分行个人业务发展总体较好，转型步伐加快，但是个人客户经理团队的建设仍然存在一些问题，如团队定位不清晰、人员结构不合理、素质层次不齐、激励机制不健全等。这些问题既影响了客户服务质效的提升，又制约了业务稳定、可持续的发展。因此，对建设银行张掖分行个人客户经理团队建设进行实践性研究，有助于更好地解决个人客户经理团队建设存在的问题，把个人客户经理团队打造成为新的竞争优势。

  本文以建设银行张掖分行作为研究对象，通过文献资料法对国内、外团队建设的研究现状进行梳理和对比，选择以团队“5P”要素作为论文的理论依据。同时，为客观地了解建设银行张掖分行个人客户经理团队建设的现状，运用问卷调查法，设计问卷对个人客户经理团队建设现状进行了满意度调查。通过调查结果的量化分析和定性研究，找出建设银行张掖分行个人客户经理团队建设中存在的突出问题及问题背后的成因。针对问题，从团队目标、团队计划、团队定位、团队人员、团队权限等团队建设的五个基本要素入手，提出了推动该行个人客户经理团队建设的具体策略，以及从管理层、文化理念、科技手段、部门协同、内控合规等五个保障条件，从而针对性地帮助建设银行张掖分行解决发现的问题，不断提升个人客户经理团队服务客户的质效。

  因此，本文的研究旨在通过理论指导实践，为建设银行张掖分行加强个人客户经理团队建设提出一些改进策略，同时也有助于其它商业银行改进和加强客户经理团队建设，提供一些有益的参考，进一步促进商业银行基层机构的转型和发展。

Abstract

    With the rapid development of economy and society, people's demand for financial services is increasingly diversified, and the competition among commercial banks is further intensified. As one of the important institutional designs in the development process of banks, account managers play a very important role in maintaining customers, marketing products and promoting brands in commercial banks, and are called "mobile banks". In recent years, the personal business of Zhangye Branch of CCB has generally developed well and the pace of transformation has been accelerated. However, there are still some problems in the construction of the personal account manager team, such as unclear team positioning, unreasonable personnel structure, uneven quality and level, and imperfect incentive mechanism. These problems not only affect the improvement of customer service quality and efficiency, but also restrict the stable and sustainable development of business. Therefore, the practical research on the team building of individual account manager in Zhangye Branch of CCB is helpful to solve the problems in the team building of individual account manager and build the team of individual account manager into a new competitive advantage.

    This paper takes Zhangye Branch of CCB as the research object. Through the literature method, the research status of team building at home and abroad is sorted out and compared, and the "5P" elements of the team are selected as the theoretical basis of the paper. At the same time, in order to objectively understand the current situation of the construction of individual customer manager team in Zhangye Branch of CCB, the questionnaire survey was designed to conduct a satisfaction survey on the current situation of the construction of individual customer manager team. Through the quantitative analysis and qualitative research of the survey results, the paper finds out the outstanding problems in the team construction of individual customer manager in Zhangye Branch of CCB and the causes behind the problems. In view of the problems, and from the team goals, team plans, team orientation, team personnel, permission, etc. The five basic elements of team building, put forward to promote the bank individual customer manager team construction of concrete policies, as well as from the management, the concept of culture, science and technology method, department coordination, internal control compliance and other five security conditions, in order to help Zhangye Branch to solve the problems found, and constantly improve the quality and efficiency of the individual customer manager team to serve customers.

    Therefore, this article study aims to through the theory to guide practice, for the Zhangye Branch of CCB, puts forward some improvement strategies to strengthen the construction of individual customer manager team, at the same time also helped other commercial banks to improve and strengthen the construction of customer manager team, provide some beneficial reference and further promote the transformation and development of the commercial bank organization at the grass-roots level.