Exhibiting the grace of women and creating first-class services
China CITIC Bank Branch Business Department Women Civilization Post Reporting Materials
CITIC Bank Branch was established in xx, 20xx Today, the sales department currently has 10 employees, including 7 female employees, accounting for 70% of the total number of employees. It is a team with strong sense of collaboration, high management efficiency, strong political quality and excellent performance. With the deep concern and support of superior leaders, the "Women's Civilized Post" activity was carried out with the "Women's Contribution" activity as the carrier, "Women CITIC" as the brand, and with standardized management and high-quality services as the goal, and proposed the creation of county-level The goal of "women's civilized post".
1. With "Women CITIC" as the brand, various achievements under the goal of standardized management and high-quality service
Under the correct leadership of the branch leaders, the sales department counters actively carry out For the establishment of "Women's Civilized Posts", a leading group for the establishment of "Women's Civilized Posts" was established under the leadership of the president. Use various activities as a carrier to enrich and create content. We have always adhered to Deng Xiaoping Theory and the important thought of Three Represents, guided by the spirit of the 17th National Congress of the Communist Party of China, and taken the opportunity of the founding of the People's Republic of China to promote the all-round development of various businesses.
1. Improvement of service quality
Excellent banks come from excellent services, and excellent services come from excellent employees. As front-line employees, the sales department’s concepts of initiative, enthusiasm, patience, thoughtfulness and sincerity have been deeply rooted in the hearts of the people.
We always adhere to the "customer-centered" approach, because with customers in mind, we will think about customers, smile naturally, speak eloquently, and do things happily; we always pay attention to the acumen of service. , serving differentiated customer groups. Faced with customers of different forms and needs, only by strengthening service awareness and improving service acumen can we adapt to individual conditions and take advantage of the situation, and provide customers with enthusiastic, proactive, sincere, thoughtful and differentiated services, and can we satisfy customer needs. to strengthen friendships, market products, and expand business. Let's start with attitude and let attitude lead us to success.
2. Strengthen service skills and improve service efficiency
Service skills and service efficiency are closely related to service attitude, and are also an intuitive reflection of service quality. Don’t they often say that service with a smile is not enough? Strengthening service skills and improving service efficiency are the connotations.
In today’s increasingly fierce market competition, we must constantly improve ourselves while ensuring a warm service attitude and skilled business capabilities. In the theoretical examinations organized by the branch, our bank's sales department has achieved first place in average scores many times. In 2009, the county held a skills competition for young workers in the financial system with the theme of "civilized service and scientific development". The tellers took the initiative to increase the intensity of practice. After work every day, they were accompanied by subpoenas, keyboards, and money counting papers. During this period, some colleagues’ fingers were bruised by money counting paper, and a colleague who was more than 5 months pregnant also endured strong pregnancy reactions. Everyone persevered. After more than a month of hard practice, the overall skills of the tellers improved. The level has been greatly improved, and in the competition, we achieved the first place in the small and medium-sized commercial bank group in the county. Later, he also achieved second place in the group in the first skills competition held by China CITIC Bank Branch. In skill competitions and practices again and again, everyone trains together, finds gaps, seeks experience, and makes progress together.
3. Cooperate with the successful launch of new business
After the beginning of this year, we will continue to optimize and improve the system, including the centralized issuance of accounts and the improvement of electronic bill functions. Go online. Our department actively cooperates with the testing of new business, sorting out and collecting various aspects including business processing procedures, handling efficiency, customer feedback and business department cooperation; after going online, we strive to report difficulties encountered in actual operations to the accounting center in a timely manner to ensure that the new Successful launch and normal operation of the business.
4. Internal management effectiveness
Deepen the reform of the operation management system: further improve the efficiency and quality of business operations, further optimize the counter business process, and accelerate the intensification and professionalization of business processing , standardization level; further deepen the supervision of business process processing links, improve the responsibility system for in-process review of counter business, and increase self-inspection; on the basis of self-examination activities, further summarize the problems and implement the system found during the inspection Sorting out and summarizing relevant issues, analyzing the problems, improving existing processes and operations, and building a safe operating platform for the Bank's reform and development.
5. Internal control effectiveness
Improve the strict internal prevention and control system: According to the characteristics of the Bank’s work, the existing rules and regulations will be revised and improved in a timely manner to make them consistent with the new ones. Adapt to the financial work under the situation; pay close attention to the implementation of various rules and regulations, focus on strengthening the awareness of operating in accordance with the law and compliance, and resolutely put an end to trust and habit in place of system regulations and unruly and illegal operations. Never allow for fear In order to save trouble and violate regulations, simplify work procedures, and consciously implement the "iron rules"; carry out regular inspection activities on the implementation of the system, and give full play to the supervisory role of various supervision mechanisms to ensure that all Implementation of the system.
2. Under the opportunity of "women's contribution", there are shortcomings
During the creation process, we have always paid attention to the improvement of the system, the improvement of service and product quality, and the counter The improvement of personnel quality and skills has inadvertently ignored the most important aspect in the current competitive environment - marketing. In the past, we focused more on counter accounting and services, but did not consider linking work with marketing. We did not regard marketing as a necessary part of the work in terms of thinking mode and ideology. Modern society is a society full of competition, and there are many new opportunities and new requirements. Competition and opportunities are full of all aspects and fields, and when reflected on the counter in this field of our bank, in addition to the above points, marketing is the most direct reflection. Acquiring customers through active marketing is our weak link, so we must know how to market customers and how to maintain customers at work.
During the creation process, it was found that the quality of some employees has not yet reached the level. During the period when cases occurred frequently, they lacked the corresponding identification capabilities; especially this year, the focus is on rolling risk inspections, and some employees’ awareness is not rooted. It was too late to adapt to the bank's high-intensity business risks; it was found that the results of corresponding training and learning failed to penetrate into daily work in a timely manner, and employees' initiative and enthusiasm for learning were not high. Therefore, in 20xx, we will also start from the implementation of the system and the quality of employees, improve the overall working level of the sales department, and continue to check and fill vacancies to continuously adapt to the needs of business development and internal control.
3. The deficiencies should be rectified in a timely manner and implemented to the people
In the environment of new opportunities and new requirements, under the guidance of the goal of "women make contributions" Next, we take responsibility for people and face up to these shortcomings in thought and action. In the past, we simply and mechanically believed that marketing was a matter for the business department, and we only did business externally. But in fact, the concept needs to be corrected. For example, last year, our bank vigorously promoted the loan-related business, which largely required our tellers to market to customers when handling business.
Marketing is the need to provide customers with better services, the need to cope with the increasingly complex business environment, the need for CITIC Bank itself to strengthen the entire process of product production and sales, management services and optimization and innovation, and it is also the need to improve our meet the needs of comprehensive competitiveness, resource utilization and sustainable development. Strengthening the learning of one's own marketing skills, learning to speak, and learning to conduct marketing from customers contacted at the counter are necessary conditions for becoming a comprehensive talent of CITIC Bank in the new era, and are also the direction and goal of our efforts.
This year the branch organized training on related businesses as planned, covering a wide range of areas: bill anti-counterfeiting, anti-money laundering, check imaging, electronic bills? It is a very serious situation that some employees lack risk awareness and have insufficient risk identification capabilities. For a good supplementary platform, our department will focus on risk identification and control, make full use of branch intranet resources, absorb new knowledge in a timely manner through training, and proactively learn and analyze cases issued by regulatory authorities to provide warnings.
Therefore, in 20xx we are going to start from the following points: implement the system more strictly, but also do a good job in serving the development of the business; continue to strengthen business training, and do job rotation more safely to improve the business of our department employees Quality; strengthen the assessment and supervision of errors to reduce the error rate.
Deeds application materials for the civilized demonstration post of female bank employees
The China Construction Bank branch was established in ? Currently, *** has ---- employees, including ---- female employees, accounting for ?% of the total number. Among the female employees, there are ?-name ordinary tellers, -----name managers, and -----name party members. Among them, the person in charge is also a lesbian and has many years of front-line work experience at the grassroots level. The female employees have a strong lineup and high quality, and they all actively and voluntarily participate in the activities of creating "Civilized Demonstration Posts for Female Employees".
1. Good political quality and excellent professional quality. In recent years, in conjunction with the requirements of superiors, all employees of Weicheng Branch have actively carried out activities to learn and practice the Scientific Outlook on Development, put the Scientific Outlook on Development into specific work practices, strengthened business quality, improved service quality, and constantly innovated service concepts and services. approach, always adhere to the "customer-centered" service concept, adopt a service model that changes according to customers, greet every customer with a sunny smile and attitude, establish a "sunshine service" brand, and win a wide range of customers Recognition and praise. Female employees actively participate in activities to learn the Scientific Outlook on Development. They are dedicated to their jobs, abide by their promises, and provide quality services to customers. They have improved their professional ethics and service skills through continuous learning and practice, and many typical role models have emerged. , becoming a beautiful scenery line of the branch.
2. Focus on your own work and strive to achieve first-class performance. The branch has only been established for a relatively short period of time, and is surrounded by many commercial banks. Competition within the industry is fierce. It has been in operation for more than a year and has achieved impressive results and honors. As of the end of August, the year's deposits increased by 86.74 million yuan, the deposit balance was 125.2 million yuan, 3,106 contracts were signed through electronic channels, and the electronic banking replacement rate reached 36.9%. Won the title of "Star Service Outlet of CCB Provincial Branch" and "Credit Card Marketing Demonstration Outlet of CCB Provincial Branch". The female employees are conscientious, hard-working and dedicated to their jobs, and have made outstanding contributions to striving for first-class performance. There are female front-line counter employees, with a cumulative marketing bonus of RMB 10,000, more than 4,000 cards issued, 3,000 mobile banking accounts, and personal intermediary business income of 80 million yuan, making great contributions to the rapid development of the branch.
3. Strictly abide by the management system and implement operating procedures in an exemplary manner. The female employees of the branch, especially the front-line counter employees, are strict with themselves, loyal to their duties, strictly abide by the bank's management system, and modelly implement the provisions of the "Counter Service Management Standards" (iqh5100-05). They work seriously and act in accordance with the regulations, and have received Customers unanimously praised it. In recent years, we have eliminated the occurrence of illegal and disciplinary cases, eliminated the occurrence of major liability accidents, and never had complaints about service attitude, which has improved the trust of customers.
4. Be proactive and participate in various social activities. The branch is people-oriented and has a sound women's organization in the trade union. It not only protects the legitimate rights and interests of female employees, but also pays attention to incentives to give full play to their talents. Under the leadership of the party organization, they actively participated in various activities of the trade union and received praise from the leaders. Among them, participating in activities and activities, organizing activities, getting useful exercise, and establishing a good image among the masses.