Research On Evaluation And Improvement Of Front Desk Employees Engagement In Ya’an Branch Of G Bank

Entering 2022,with the normalization of the COVID-19 and the outbreak of the Russia-Ukraine war,followed by changes in financial logic,the global financial market is facing unprecedented shocks.Although China’s economy has continued its long-term steady development,it still faces enormous downward pressure.The internal and external environment of the banking industry is undergoing profound changes.The intensification of competition in the banking industry has greatly affected the thinking,behavior and working attitude of front desk staff of the bank,gradually showing a decline in engagement and an increase in turnover rate.As financial service companies,human resources is an indispensable key factor for banks to achieve high-quality development.However,employee engagement is an important indicator to measure human resources.Therefore,commercial banks should focus on improving employee engagement in order to remain invincible in today’s competition.Ya’an Branch of G Bank is the largest state-owned commercial bank in the local market.In recent years,the bank has been affected by internal and external factors such as the replacement of old and new employees and changes of market environment.Inevitably,it has encountered some problems and obstacles in its business development,resulting in a gradual decrease in market share and weakened market competitiveness.Front desk staff are the forefront of customer service marketing and the key node in the management system.Ya’an Branch of G Bank has been looking for a new direction of its own development,to create a united and efficient front desk workforce is the foundation of the development of Ya’an Branch of G Bank,a means to increase the market share,and more importantly,to enhance the competitiveness of outlets,to implement the general direction of talent development.This paper selects front desk employees of Ya’an Branch of G Bank as the research object,and analyzes and diagnoses the current situation of front desk employee engagement through literature review,questionnaire survey and employee interviews,and finds the main reasons that affect the engagement of front desk employees.From the perspective of human resource management,combining with the theory of incentives,focussing on improving the competitiveness of front desk employees,forming a complete set of solutions,further improving employee engagement,realizing the transformation of work efficiency,and finally implementing the goal of high-quality business development of Ya’an Branch of G Bank.