Research On Competency Model Of Commercial Bank Account Manager

With the deepening reform of commercial banks, customer manager as the bridge which link the customer with the bank, is the profit maker, who plays a key role in commercial banks' competitive. Therefore, the theoretical exploration and research of customer manager team building, the establishment of customer manager competency model has important theoretical and practical significance.The study based on the practice of customer manager, combining qualitative method with quantitative method, established the customer manager competency model. First of all, we interviewed 19 commercial bank customer managers by behavioral event interview, surveyed 167 customer managers by competency checklist, and used content analysis and a variety of statistical methods of analysis so that established the customer manager competency model, which including a total of 13 competency factors, divided into five dimensions:interpersonal communication, personality traits, cognitive characteristics, teamwork, self-development. Secondly, we surveyed 538 customer managers by commercial bank account manager competency test, verified the commercial bank customer manager competency model. Finally, we applied the competency model to human resource management, including recruitment, training, performance management, etc. All in all, this study provided a new perspective and methods for human resource management and development.