Exploration and Thinking of Teller Management
In the Agricultural Bank of China, nearly 50% of people work as tellers. It is very important for the reform and development of Agricultural Bank to manage tellers well and fully mobilize their enthusiasm and initiative. This paper attempts to make some superficial discussions on the teller management of Agricultural Bank of China, so as to arouse people's attention to the teller management.
First,? Do a good job in managing the basic public functions of tellers.
Teller, as the most advanced position of ABC, directly faces customers and is the first window to show the image of ABC. Fully mobilize the enthusiasm, initiative and creativity of tellers to promote the development of the overall work of ABC. At present, the reform and development of ABC is in a critical period, and banks at all levels are comprehensively improving various assessment systems, expecting to fully mobilize the subjective initiative of employees and promote the effective and rapid development of ABC's work. In recent years, the assessment of tellers is mostly linked to the unit benefit. Some units have good benefits, and the teller's salary will increase accordingly. On the contrary, the teller's salary will be less, reaching more than 3,000 yuan a quarter when the gap is large. It is often said that the same teller has the same labor complexity coefficient, but the difference in regional location and financial resources leads to a difference of nearly 1,000 yuan a month, which is somewhat unreasonable. After careful analysis, this statement makes sense. Teller assessment, post salary and performance salary should be separated. The salary of the target post should be based on the performance of its own responsibilities and can be assessed uniformly within the whole jurisdiction; For performance pay, it can be linked to the unit's task indicators, enhance employees' awareness of development and make more contributions to the unit. The practice of Ningyang Sub-branch in Tai 'an, Shandong Province can be used for reference. In the assessment method of attendance system in Ningyang Sub-branch in 2006, the basic functions of tellers were assessed by post salary. The so-called basic public functions refer to the basic tasks that tellers must complete, including opening doors, receiving customers, observing rules and regulations, and obeying arrangements. Ningyang Sub-branch divides the basic functions of tellers into the following four items: service quality and labor discipline, account quality, teller business volume, business skills and business theoretical knowledge. The specific assessment methods are as follows: 1, service quality and labor discipline. Service quality is composed of three aspects by county-level trade unions. First, routine inspection, mainly checking service terms, behavior etiquette, etc. The second is to check the video. Mainly observe the usual service attitude, daily work behavior and work efficiency. The third is the customer's comprehensive evaluation of the teller. Anyone who reports a complaint and verifies it is true shall be given a heavier punishment and all qualifications for evaluation shall be cancelled. Labor discipline mainly depends on the usual attendance discipline. In the post salary assessment, service quality and labor discipline account for two-fifths of the total score, accounting for a considerable proportion, which shows that Ningyang Sub-branch attaches importance to quality and civilized service and labor discipline. 2. Account quality assessment. This item is mainly formulated for tellers to abide by the rules and regulations. It includes three aspects: first, the mistakes found by the accounting supervisor on the spot. Second, the mistakes discovered by accounting check shall be handled by the county branch. Third, violations found by sub-bureaus at or above the municipal level. The higher the grade, the higher the degree of error and the higher the punishment. 3. Business volume assessment. This item is assessed according to the daily workload of the teller. It is roughly equivalent to the piecework workload mentioned by the production enterprise. If you reach the target business volume, you will get full marks for the project; if you exceed the target, you will get 5% extra points; if you fail, you will get 90% of the project. 4, business skills and business theory knowledge assessment. Business skills are carried out through trial counting, computer bookkeeping, interest calculation, personal finance, currency swap and personal foreign exchange firm trading. Business theory knowledge mainly tests the teller's mastery of operating procedures, new regulations and new products, and it is conducted in a closed-book manner. This method can mobilize the enthusiasm of the majority of front desk tellers to learn skills and knowledge. Ningyang Sub-branch implements a unified assessment of the post salary of tellers under its jurisdiction, and the post salary is not linked to the unit benefit, which effectively mobilizes everyone's subjective initiative to do a good job. The specific implementation method is to add up the four achievements of tellers, determine different grades according to grades, and enjoy different salary factors and risk subsidies for different grades. The current teller assessment method of Ningyang Sub-branch has been widely recognized by all employees, which balances the wage difference among tellers well, is conducive to mobilizing the enthusiasm and initiative of tellers in the whole jurisdiction, and changes the situation that the labor complexity coefficient of the same post is the same but the income gap is large.
Second, do a good job in the assessment of the development goals of teller positions.
Simply put, the goal of post development is to take benefit as the center and measure personal income with contribution. Agricultural Bank of China is in the preparatory stage of reform and listing, with a long way to go, big development and small difficulties, small development and big difficulties, and it is even more difficult not to develop. Only by accelerating development can we solve the difficult problems in reform. This is bound to form a phenomenon that everyone has a burden on his shoulders and everyone has a goal. As the saying goes, there is no motivation without pressure. Only with the joint efforts of all ABC people and Qixin, the cause of ABC can be bigger and stronger, and the golden signboard of ABC can be maintained forever. At present, ABC has undertaken a large number of development task indicators, and tellers have also undertaken some target tasks accordingly. The practice of Ningyang Sub-branch in Tai 'an, Shandong Province is to combine teller's performance salary with teller's goals and tasks, realize the organic unity of teller's development goals and unit tasks, and give full play to teller's consciousness of "creating efficiency". The performance salary assessment of tellers in Ningyang Sub-branch mainly includes the following aspects: unit assessment linked part, business office target plan completion part and self-decomposition target task completion part. First, it is linked to the unit assessment, which mainly refers to the overall benefit of the unit. If the overall benefit of the unit is good, the personal income of employees will increase accordingly. The second is the completion of the operating room plan, which refers to the per capita intermediate business income, per capita deposit increment and per capita responsibility profit of the operating department. The third is the completion of its own business indicators, involving insurance, funds, foreign currency and other aspects allocated by the unit to individuals. In order to improve the marketing awareness of tellers, Ningyang Sub-branch requires every teller to change from operation service to operation marketing service, and calls on tellers not only to be experts in operation, but also to become experts in new product marketing.
Third, pay special attention to the study and training of tellers and improve their professional quality in an all-round way.
Knowledge changes fate, and learning makes the future. An excellent enterprise must have first-class employees, and first-class employees are created through continuous training and learning. An executive of a foreign company once said: The success of a foreign company lies in having a group of high-quality employees, including many excellent technicians, who strive for perfection in their work. In China, many workers have low requirements for manufactured products, and the products they produce are only qualified products, not high-quality products. As an international commercial bank, it is necessary to strengthen the training and management of employees. The level of service skills and business knowledge will directly affect customers' trust and loyalty to banks. Shandong Taian Ningyang Sub-branch carefully trains tellers and strives to improve their professional quality. The main methods are: first, strengthen the study of business theory knowledge, hold regular study meetings every week, and learn new knowledge and new systems in detail. In the process of learning, we should combine our own reality, clarify the origin and purpose of rules and regulations, strengthen learning and deepen understanding. The second is to carry out standardized etiquette training. Hire professionals to understand service etiquette and conduct standardized service observation and communication. The third is to encourage employees to become talents. Ningyang Sub-branch has formulated measures to reward tellers for their amateur self-study. At present, more than 50% employees of the bank have obtained college diplomas through self-study.
Fourth, strengthen ideological and political work.
At present, the bank reform is in a critical period, and some employees are affected by the reform and their thoughts are not stable. Some people think that the bank's share reform and listing will definitely reduce the burden of layoffs and increase the ideological burden; Some families are not United, which leads individuals to take risks and embark on the road of crime. Therefore, we should strengthen the ideological and political work management of tellers and cultivate their sense of belonging to ABC. At a workers' congress, the president of Tai 'an Branch specifically proposed to strengthen the ideological and political work of tellers and educate tellers to be grateful and refuse to commit crimes. Indeed, there are many beautiful things in one's life that are worth pursuing. We should learn to be grateful, grateful to our mother, grateful to our family and grateful to our cause. They have made our beautiful life. The experience of Ningyang Sub-branch in this respect mainly includes the following points: First, regular ideological talks. The president and the director, the director and the basic teller talk once a quarter to fully understand the situation. The second is to hold a democratic life meeting, focusing on solving the work and life problems of tellers. The third is to solve the housing problem of tellers and relieve their worries.
Fifth, relying on tellers to innovate new marketing carriers.
Bank tellers are at the forefront of close contact with customers, and communication with customers has a special advantage, that is, customers actively come to the bank to seek product support and meet their financial needs. As long as the bank staff provide them with convenient and fast quality services, they will be satisfied. In this case, bank tellers can introduce our new products in time, which will be more acceptable to customers. This is probably why selling the same product on the counter is much more effective than door-to-door marketing by account managers. Ningyang Sub-branch adopted the teller's active marketing method when marketing new products, and achieved good results. Banks conduct hierarchical marketing for customers. For high-income customers who pay wages in Ningyang Sub-branch, the bank provides new products such as funds, book-entry treasury bonds, insurance, foreign exchange trading and Huilifeng. For high-quality corporate customers, the Bank provides cash management, bill settlement, online banking, notice deposit and other services. Through hierarchical marketing, Ningyang Sub-branch has well met the needs of different customers and realized the development of its own benefits. In our daily work, the leaders of Ningyang Sub-branch pointed out many times that customers are the foundation of our survival and development, and we must take customer demand as the starting point and foothold of our marketing work, and create customer value as the source of creating the value of ABC. Therefore, we must establish a customer-centered marketing concept, and our bank tellers are in the front line of marketing work and must shoulder the heavy responsibility of marketing new products.
Six, through the teller, establish a smooth channel to obtain information.
In the counter service of banks, tellers are in a relatively favorable position, while customers seek help at home. In this case, the communication between bank staff and customers is more convenient than the door-to-door marketing of account managers. Tellers can learn useful financial information from customers by using their skilled knowledge of financial services in this favorable way. You can also approach customers through refined services, warm wishes, warm tips, etc., and get to know the financial information of your own industry department at an appropriate time. The bank office can set up a background information registration log, which is specially used to collect valuable financial information. Tellers who provide valuable information can be given appropriate rewards to recognize their work value and fully mobilize the enthusiasm of employees to provide financial information.
Seven, based on the position of teller, innovative new service model.
Service is an eternal theme of commercial banks and a necessary means of competition. In the increasingly fierce competition in the same industry, the majority of tellers should understand the service from the strategic height of survival and development, and through the implementation of the business navigation system, constantly improve the quality service level, upgrade the service level, and shape the brand-new social image of ABC. Business tellers must implement high-quality and civilized service to every customer and every business in their service work, and "customer first, reputation first" and "intimate service and handshake commitment" must be fully reflected. The service attitude of bank tellers should be warm, enthusiastic and thoughtful; In terms of service mode, we should change from static service to dynamic service, from passive service to active service, from paying attention to depositing and withdrawing money for customers to deep-seated service that is good at studying customer psychology and meeting customers' various needs; In terms of service quality, we will develop from smiling service to efficient service, and take the initiative to adopt the best service mode according to customer needs. Ningyang Sub-branch attaches great importance to quality and civilized service, and has held many meetings to arrange service work. The bank selects "service stars" every quarter to create a demonstration effect and guide the smooth progress of quality and civilized services throughout the bank. Nowadays, the high-quality and civilized service of Ningyang Branch has become their "golden" signboard. There is no end to innovation and no end to service. Now all employees of Ningyang Sub-branch keep pace with the times, blaze new trails and polish the brand of high-quality and civilized service.
At present, the reform of Agricultural Bank of China is gradually deepening, and various management measures have been put in place, among which strengthening the assessment management of teller work is an important part of the whole bank's work. I believe that with the deepening of reform, the management of tellers will become more and more mature.