Research Of Building The Responsibility Center’s Performance Assessment System

With the development of economy in China,the deepening of financial reforms,people are increasingly demanding of the financial services.In the meanwhile,the new concept of the financial industry is constantly being raised.The internet of finance and mobile payments are in sharp contrast to traditional banking.As well as the competition between banks and the third-party payment companies is becoming fiercer.Nowadays banking industry is no longer the same as traditional banking,the services of banking industry are not limited to physical locations or bank staff’s services to customers.It has introduced many new and efficient digital service which is considers the actual situation from the perspective of customers.Because of this situation,the management of personnel within the bank and the risk management of digital business content has become a more important part of the modern banking industry.Therefore,the service capabilities,service levels and service efficiencies of the banking service center play a key role in the overall development and competitiveness of the entire bank.More attention should be paid to the strategic position of the Customer Service Center in the future banking services and operations and risk management.In view of this,this paper uses the form of satisfaction survey,investigating customer service center agents and analyzes the status quo,problems and causes of the C bank customer service staff performance appraisal system through survey data.Followed by the balanced scorecard and key performance indicators combined with the performance appraisal system indicators,the use of AHP for weight allocation,the use of historical data collection and grading for the determination of scoring standards,etc.,based on C bank customer service center a new performance appraisal system is designed.Finally,the measures to ensure the implementation of the new performance appraisal system are proposed by analyzing.The performance appraisal system established in this paper aims to understand the characteristics of C Bank customer service center,which will help C Bank customer service center to strengthen its own competitiveness and improve its actual profitability,which provides important practical significance for its sustainable development.Performance appraisal is an important part of personnel management and business operation of an enterprise.On account of the number of employees in the Customer Service Center is large,and the business process is cumbersome and complicated,resulting in relatively more indicators for assessment and constraint.Therefore,establishing a fair and scientific performance appraisal system is of great significance to the management of employees.Through the design of the performance appraisal system,it promotes the communication and feedback between the grassroots employees and the management,enhances the team’s performance,seeks better development for the employees,and ultimately helps the company achieve its strategic goals and profitability.