Research On Optimization Of Branch Service Operation Management Of Jining A Bank B Branch

Under the background of the current financial environment,bank branches have been required to break through the traditional mode,'sitting work' and gradually have developed into intelligent and comprehensive service platforms with operating sales functions and customer relationship management functions.Meanwhile,with the rapid development of banks and the entry of foreign banks into the financial market,the competition among banks has become more and more aggressive,therefore,customers have more and more requirements towards banks.In order to acquire an advantage from the financial competition,banks must constantly improve the level of customer service,customer satisfaction and then the service model,pay attention to the re-establishment of the branches,and strengthen internal control managements and communication with customers.As a city commercial bank with a wide distribution of branches in Jining,Bank of Jining A will have more advantages in the development competition among local banks.Bank of Jining A,formerly known as a city commercial bank of Jining,was renamed Bank of Jining A in December 2009.However,limited by the fact that Bank of Jining A has not been established for a long time,Bank of Jining A is in the process of reformation and its overall organizational structure is in the stage of integration and improvement.Along with the rapid development of business,the business process exits disorders in personnel deployment,branches prevarication and ineffective services,which has a negative effect on the operations of first-line branches and even B branch.In addition,the overall layout of the branch is unsatisfactory,and the hardware or software equipment of the branch are lagging behind,which negatively leads to the development of B branch and contributes to customer loss.This paper states the concepts and theories related to service,operation,and management with literature research method firstly,and then analyze the main problems of current service operation of branches through the questionnaire and field visit based on network software and hardware facilities,service processes,human resources,and the network marketing.Aimed at the problems of the four aspects respectively,different optimization solutions and suggestions are put forward.Last but not least,service and operation managements of the headquarters related to structural organizations,information systems,and human resources of the Jining branch bank B finance are proposed.In conclusion,Bank of Jining A,a traditional city commercial bank,is representative in its business scope and development.As one of the most influential and representative traditional branches of Bank of Jining A,B branch can acquire more effective optimization schemes through a comprehensive analysis of the service operation and management mode and then can be used for reference by other urban commercial banks.