The Research On Operational Risk Management Of The Counter Based On Complaint Situation Of Q Bank

Nowadays,the domestic economic growth continued to slow down,the operating situation of banking industry becomes increasingly strict.Moreover,as the interest rate market continues to deepen,the banking profit margins squeezed.Besides,the competition both inside and outside the industry are taking place in the bank business.So,in order to cope with the increasingly fierce market competition,new business occurred,operation methods changed.All of these led to the increasing of operate risk of counter.All the Changes in the internal and external situation led to the unprecedented challenges to bank counter operational risk managementCounter business is the first window of a bank service and the risk is likely to be the most direct.Whether the mostly counter complaints or the frequent deposits disappearing and counterfeit cases can not get away from the counter operation.It is necessary to study the risk of bank counter operational risk,to explore the countermeasures of risk prevention and control,and to reduce the negative impact of operational risk on bank efficiency.It will better enhance customer acceptance,win more quality customers in the competition and escort the future development.Based on the practical work,the author first introduces the status quo of Q bank counter operation,analyzes the risk of counter operation according to the classification of the complaint case,and further summarizes the reason of counter operational risk.Operational risk comes mainly from three stages.That is,in front of accident such as lack of awareness of staff risk,poor skill level,lack of care for employees;during accident such as subjective breach of contract,external fraud and other things accepted when the staff is not responsible;after the accident such as unreasonable supervision mechanism.Finally,combined with Q Bank work experience,the author put forward the strategy of controlling the operational risk of the counter.Such as the establishment of risk prevention and supervision and early warning mechanism to raise awareness of staff risk prevention,establish a reasonable concept of development,improve the business knowledge and operational skills of the tellers;strengthen the job constraints with all managers perform their duties;establish a sound post-disciplinary mechanism.