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随着人工成本的上涨和客户消费习惯的改变,传统网点的柜面交易模式受到了严峻挑战。为了保持工商银行营业网点原有的渠道经营优势,总行已将网点智能化改造确立为渠道转型的新方向,通过引入智能设备和设立客户服务经理岗位,压缩减少现金柜台和非现金柜台,释放柜面人员补充到销售类岗位,实现网点功能从交易核算型向营销服务型转变。本文从人力资源的视角出发,基于北京分行59家智能网点的交易数据以及望京支行某智能网点的运营数据进行分行层面和网点层面的分析。
With the increase in labor costs and changes in customer spending habits, the counter trading model of traditional outlets has been severely challenged. In order to maintain the original channel operating advantages of ICBC’s business outlets, the head office has established the intelligent transformation of outlets as a new direction for channel transformation. Through the introduction of smart devices and the establishment of customer service manager positions, the cash counters and non-cash counters are compressed and reduced, and the counters are released. The surface personnel added to the sales positions and realized the transformation of network functions from transaction accounting to marketing services. From the perspective of human resources, this paper analyzes the branch-level and outlet-level analysis based on the transaction data of 59 intelligent outlets in the Beijing Branch and the operational data of an intelligent outlet in the Wangjing Sub-branch.