我国商业银行小微企业客户经理胜任能力模型构建

A Study on Competency Model for MSE Sector Customer Relationship Managers of Commercial Banks in China

为更好地满足小微企业客户需求,国内多家商业银行积极实施"以产品为导向"向"以客户为导向"的战略调整,进而对客户经理的胜任能力提出了新的要求。在借鉴已有模型基础上,引入小微企业业务特性及战略,对小微企业客户经理胜任能力模型进行了重构,提出了小微企业客户经理三大战略维度,包括提升风险防范意识、加强客户关系管理、控制小微业务成本在内的胜任能力模型。

In order to satisfy the needs of Micro and Small Enterprises(MSE) customers,most of the commercial banks in China have started to shift their strategic focus from 'product-oriented' to 'customer-oriented'.The change of strategic goal requires customer relationship managers to have relevant competencies to accomplish it.Based on the model constructed by other researchers,a competency model for MSE sector customer relationship managers of China' s commercial banks was established through analyzing specific MSE sector characteristics and relevant strategies.The analysis resulted in a competency model consisting of 3 strategic dimensions as enhancing awareness of risk precaution,strengthening CRM and controlling cost.