At the beginning of XXXX new year, I attended and studied the work arrangement and specific requirements of the Head Office this year. While mastering the basic tasks and objectives this year, I also studied the new accounting operation regulations in detail. For example, if you enter a password to cover it up, the inventory can't exceed 300,000. When you check out, you have to count it repeatedly and double-pack it. The bills that leave the counter during the day are locked, and you can't add any bills on behalf of customers. In XX 10, the branch reported the hidden dangers of hitchhiking payment and listed the case of XX Bank. In this regard, we have taken active preventive measures. Through discussion, measures such as giving money to all employees and collecting money, and giving everyone an alarm were formulated. In addition, during the meeting, I learned about the employee assessment methods such as balanced scorecard assessment and mystery man inspection.
Once again, the problems of workplace hygiene and business volume reaching the standard were clarified. He also participated in the discussion and learned about the proposal of the Head Office on promoting intermediary business such as agency funds and insurance. In February, problems in internal control were reported. I study, discuss, analyze and correct my own problems. When asking for authorization, take the initiative to avoid it and remind you to cover up the password input. Ensure safety compliance. Violation of rules creates risks, and compliance creates value. A small bad work habit may bring great risks and bring us great losses. Therefore, in the work, strictly implement various rules and regulations, and create more wealth for customers with compliant and high-quality services.
March and April are the key moments when business is booming. At this time, the fund grew wildly and its sales continued to climb. At the same time, it also caused a sharp drop in savings deposits and the outward migration of deposits. The head office informed the mysterious person about the inspection of housing loans and urged us to study all kinds of business knowledge hard to better serve our customers. Dual-currency card opening has entered the exploration stage, and I have targeted to explore the marketing of large customers and some mortgage customers. Although the card opening amount is not high, it has laid a foundation for the later development. XX card was also born in this period, aiming at mid-range customers. I am amazed by its rich financial functions and powerful marketing power. During the period, training was also conducted simultaneously, including detailed training on bank-enterprise reconciliation, accounting file management methods, safety regulations, settlement account management methods, service quality improvement requirements, and post assessment.
During this period, President XX made an important speech, mentioning strengthening internal control, vertical independent audit, running process banks and so on. It also informed the bank of the completion of various deposit and loan indicators in the first quarter, market share and deployment for these changes. On XX, XX, I went to the branch to participate in the study of foreign currency anti-counterfeiting, and further understood the characteristics of foreign currency counterfeit money, greatly improving the anti-counterfeiting ability. In May and June, the opening of dual-currency cards and silver cards entered a white-hot stage. Everyone is working hard to open the card, actively respond, and try their best to complete the tasks assigned by the bank. As the stock market continues to maintain rapid growth, the banking industry has once again set off a wave of third-party depository account opening climax. I participated in the study of third-party depository and mastered the opening process and maintenance methods.
And learned some marketing experience of third-party depository. During this period, the branch also notified some new rules and regulations, including the management of cash warehouse, and it is not allowed to pay money first and then keep accounts. Again, tellers are not allowed to handle business for themselves. In addition, some accounting risk tips are attached, including the management risk of unit bank settlement account, temporary deposit account, fixed account, legal risk of account opening data review, unsealing risk within three working days in basic deposit account, and door-to-door verification risk. Moreover, the new regulations require on-site verification of the loss of private messages above 10W. In the meantime, the China Banking Regulatory Commission will check. The intra-bank meeting also reported the competition and appraisal of the civilized service month of the banking industry. Generally speaking, the work in May and June was very substantial. Especially in June, in order to develop the third-party depository business, everyone worked overtime for one day, which actively and effectively promoted the vigorous development of this business. There are also many shortcomings in the work in the first half of the year. For example, knowledge is one-sided, although it is a private window, but it is still impossible to give customers a detailed explanation when encountering personal wire transfer business. In addition, there is still room for improvement in business skills, and the evaluation of business volume is barely in the middle. In the future, we still need to work hard to improve our business skills. We should further improve the service level and establish a civilized, polite and generous service image of XX Bank.
Summary and Selection of Banking Services In 2007, under the correct leadership of the Party Committee of the Municipal Branch, we earnestly implemented? Service is the core competitiveness, that is, to establish, prosper, benefit from and serve? Business philosophy. Convene service liaison meetings for many times, conduct special research and arrange service deployment. Through centralized rectification, the service of the whole bank has been significantly improved, and the customer complaint rate has dropped significantly. Mainly focus on the following work.
I. Main working measures
1. Since the beginning of the year, we have taken service as the key work of the whole bank, combined with the actual situation of the whole bank, formulated the service management assessment method and various specific implementation rules in a timely manner, and earnestly implemented them; Has the city branch made it? Internal commitment rewards and punishments? Revise the Measures for Inspection and Assessment of Service Work, the Measures for Assessment of Target Management of Trade Unions, and the Measures for Management of Customer Complaints. , so as to improve the management system of service work and realize systematization and standardization. And organize it into a book and distribute it to all banks to organize employees to study and discuss.
2. The Party Committee of the Municipal Branch attaches great importance to the service work and incorporates the content of the service work into the work arrangement, inspection and summary. The top leaders take the overall responsibility, the leaders in charge pay special attention to it, the competent departments pay special attention to it, and the professional departments cooperate, which initially forms a big service pattern of the whole bank, improves the service awareness of employees, further improves the service quality, has a good influence on customers, and ensures the healthy and orderly development of various businesses. In May this year, under the great attention of the Party Committee of the Municipal Branch, a special mobilization meeting for service rectification was held, and more than 100 members of xx Branch and network leaders attended the meeting. Comrade xx, secretary of the Party Committee of the Municipal Branch, made an important speech, and the heads of xx departments and other departments made a commitment speech, making a solemn commitment to front-line employees and demanding that they be implemented. The person in charge of the network and the employee representatives also made speeches. After the meeting, we collected the meeting materials and distributed them for implementation, which played a good role in promoting the smooth development of the service work throughout the year.
3, service work into the President's target management assessment. At the beginning of the year, the leaders in charge of the municipal branch signed a letter of responsibility for service objectives with the heads of branches and urban outlets, clarified the assessment contents and strengthened service management. In addition, in the performance pay, the service work is specially included in the assessment, accounting for 10%, and the service office scores the assessment every quarter, and rewards and punishments are carried out according to the performance pay. It has effectively promoted the development of quality and civilized services.
4, based on reality, building boutique outlets. In order to highlight the service brand and expand the influence of xx branch, the city branch has decorated the business offices of xx branch, xx branch and xx branch in busy sections and with large passenger flow according to the standard of boutique outlets. Install standardized outdoor signs, and set up cash area, non-cash area, personal finance area and customer rest area respectively, so as to make the layout of outlets multifunctional, fully embody the characteristics of humanization, adapt to the service needs of different levels of customer groups in time, improve service level and enhance competitiveness. At the same time, earnestly implement the service system. Earnestly implement the service rules of the Head Office, strictly follow the requirements of standardized service standards and second-line and first-line service standards of business outlets, conscientiously implement the service standards recommended by account managers, key individual customers and xx telephone banking of business outlets, and provide various service channels such as self-service banking, telephone banking and online banking for quality customers; At the same time, it is equipped with full-time account managers, and larger outlets are also equipped with lobby account managers; Have more high-quality customer resources; And can provide comprehensive personal financial business products and services, with customer relationship management capabilities.
5. Make every effort to implement the inspection system. This year, we will check the outlets regularly and irregularly every month. According to the relevant requirements of the provincial branch, the working group led by xx adopted the methods of watching videos, testing machines, following up with customers, employees and on-site guidance to the xx business outlets under its jurisdiction, and inspected them one by one according to the service inspection records. Through inspection, earnestly sum up the practice and experience of quality service work, and put forward the requirements of on-site rectification or rectification within a time limit for non-standard aspects. 4 months ago, focus on checking the implementation of the standardized network service system and complaints; After May, on Saturdays and Sundays, we will mainly check the issues of handling business, receiving customers, implementing the duty system and so on. In the second and third quarters, the staff of relevant departments were transferred to form an inspection team, which conducted a major inspection of the outlets of the whole bank, scored on the spot in strict accordance with the service management standards, rewarded the top three outlets, and notified the last two outlets in the whole jurisdiction. In the whole year, 6 advanced units and 2 advanced individuals were commended and rewarded, and a service model network was established 1 unit. 6. Develop 65,438+00 civilized expressions, vigorously promote them throughout the bank, and educate employees. Has it started? Hundred-day quality civilized service competition? Activities, widely carry out service star management appraisal activities among front-line employees. City Branch issued the Notice of Assessment on Star Management of Service Work of the whole Bank, and assessed the tellers in front line of xx from five aspects: service skills, service quality, service efficiency, service norms and service discipline. * * * Name one-star teller xx, two-star teller xx, three-star teller xx, four-star teller xx and five-star teller xx, and the evaluation results will be marked on my work number plate. Xx Sub-branch also increased the performance pay 50 yuan for star tellers every month. Practice and the evaluation of star tellers further enhance the enthusiasm and initiative of employees in learning business, and improve service awareness and work efficiency; It has promoted the change of employees' service concept and the improvement of service quality, and laid a good foundation for fully implementing standardized service standards and promoting service work to a new level.
7. The Bank conducted centralized discussion activities on service work. Since the beginning of this year, in the service work rectification activities, we have taken effective measures, set an example, strengthened the handling of customer complaints outlets and personnel, and achieved the goal of educating most employees. Since June 65438+ 10, we have carried out a big discussion on service work in the whole bank in combination with the outstanding problems in service work, requiring every employee to bring "? What if I'm a customer? Write an article on the topic and talk about your understanding of service work. The development of rectification activities has been further strengthened.
8. Since the beginning of this year, * * * has held eight special meetings on service work, held three on-site meetings on service work, issued four rectification notices within a time limit, notified outlets of penalties six times, and compiled and issued a newsletter of 13. Through centralized rectification, our service work has been significantly improved.
Second, the existing problems Although we have done a lot of work and carried out strict management in the service work, there are still some problems. First, standardized management can't keep up, the long-term mechanism of service work has been established, and the phenomenon that individual employees are not active and not in place still exists; Second, the service management of some sub-branches is not standardized, the inspection is not meticulous and the records are incomplete; Third, the hardware construction of individual outlets is not standardized enough, and the interest rate card is good or bad.
Three. Main work in 2008
1. Further, according to the decision of the executive meeting of the Municipal Branch, we will continue to pay special attention to the implementation of service rectification activities. We will strictly follow the original requirements, make monthly work arrangements and priorities, implement the rectification contents, and ensure the rectification effect. /kloc-summarize the rectification activities of the service work of the whole bank in October, and re-mobilize and redeploy the service work of the whole bank.
2. Further implement the service inspection system. We will further improve this year's inspection system, network assessment methods and grass-roots service scoring methods, continue to carry out unannounced visits and regular and irregular inspections, and urge the improvement of the service work of the whole bank. While intensifying the inspection, we should strengthen the training and consultation of network services.
3. In the fourth quarter, the Bank focused on the assessment of star tellers. According to the assessment method and system for star management of counter staff in the whole bank this year, after more than half a year's implementation, all branches and outlets have been fully opened, with good results. In the future, the top three outlets and the second outlet will be commended according to the service management incentives of municipal branches.
4. Carry out typical work in the whole bank. Select one or two standard outlets in the bank's business outlets as demonstration outlets. We did some work in the early stage. In the future, standards will be formulated, management requirements will be standardized, service experience will be summarized, and the model will be promoted in time.
5. In combination with the work of the business center, conduct service training and labor competition throughout the bank, mainly through on-site inspection and counseling, holding on-site promotion meetings, holding training courses, etc., to improve the service awareness and quality of counter personnel.
6, continue to do a good job in the implementation of the second line for the first line service commitment system. Conduct an inspection and assessment of the service work of government departments since this year, take grass-roots branches to grade the government service departments online, and report according to the grading situation.
7. Explore service innovation content and expand service functions. Carry out personalized service and differentiated service for customers at various outlets. Timely launch new service brands to continuously meet the needs of customers.
Summary and selection of banking services. 20 16 civilized and high-quality service competition has ended, and the head office and provincial banks have also put forward new standards and requirements for 20 16 window service. In order to effectively implement the service requirements of the superior bank, make our service level reach a new level, and truly promote the sustainable development of our business with high-quality services, the overall situation of our service work in 20 13 is summarized as follows. At the same time, combined with the new requirements of the head office and provincial banks for service work, the service work for 20 13 years will be arranged as a whole.
2065438+April 2006, according to the work requirements of the new branch party committee, the branch revised the Management Measures for Civilized and High-quality Services of * * Branch, further refined the inspection standards for window services, and increased the penalties for those who violated the service rules. After that, the branch's trade union service supervision team and external professional service inspection institutions, based on this, conducted a civilized and high-quality service competition among the business institutions within their jurisdiction through unannounced visits to quantify the inspection results. It should be said that after nine months of strict supervision, inspection and assessment, the overall quality and level of window services in the whole bank have been significantly improved and upgraded compared with the previous year, which is embodied in the following aspects.
1. The service hardware environment of each business institution is further optimized, and the service facilities are relatively standardized and perfect, basically meeting the service requirements of the Head Office. The hardware environment of network service is not only the basis of service work, but also the concrete presentation of the bank's external image and strength. After the promulgation of the new Measures for the Administration of Branch Services, the branch trade unions first organized all business institutions under their jurisdiction to comprehensively sort out and inspect the service hardware facilities of their branches in accordance with the service specifications formulated by the Head Office. For the self-inspection results reported by various banks, the branches have also made a careful summary and classification, and actively communicated with relevant business line management departments. According to the service standards of the head office, some self-added service facilities that are contrary to the standards of the head office have been removed. At the same time, in view of the lack of disabled access in most outlets, signs of foreign currency exchange outlets, guidelines for issuing outlets' windows, etc., the branches are responsible for ordering and distributing them to all relevant outlets in a unified way, so that the necessary service facilities of our business institutions have been supplemented in time and the services of the whole bank have been supplemented.
Second, the service consciousness of the counter staff in the whole jurisdiction has been obviously enhanced, and the service etiquette has been carried out satisfactorily. The service norms and standards formulated by the superior bank are gradually becoming the conscious actions of the window staff. Under the daily effective supervision of leaders at all levels and the intensified supervision and inspection of unannounced visits by branches, after nine months of rigorous assessment, the service etiquette formulated by the Head Office has gradually become the conscious action of the vast majority of employees from the passive implementation of window employees. It is particularly important to note that raising hands and greeting etiquette is a new service requirement put forward by the head office in the province for counter staff. The implementation of this etiquette standard has always been a key point in the inspection of banking services in 20 13 provinces and cities. To this end, the branch issued a number of guidance documents for the implementation of this new standard, and distributed the service etiquette demonstration feature film recorded by the head office to all employees for reference. After nearly a year's examination and supervision, etiquette has been mechanically imitated by employees and has become a natural action.
Third, the first question responsibility system is further implemented among employees within its jurisdiction. Responsible for the customer to the end? , is becoming the basic service quality of most employees. The first inquiry responsibility system is a new service system introduced by the provincial party Committee on 20 13, and it is also a new service requirement put forward by the provincial party Committee for all employees. In order to effectively implement the system within its jurisdiction, the branch hired trade union professionals from provincial banks in time at the beginning of the year to conduct special systematic training for more than 200 key employees of the whole bank. After that, the training will be made into a video CD and sent to the whole bank for all employees to learn and implement. For the implementation of employees, the branch also hired a professional service unannounced visit organization to follow up on a monthly basis, and informed criticism and punish the employees who violated the rules. Up to now, the system has basically been effectively implemented in our bank. Is it okay? Do it right away? Business consultation can give customers a satisfactory answer. Through the implementation and enforcement of this system, the telephone etiquette and professional knowledge level of our employees have also been strengthened and improved.
Fourth, the professional quality of counter staff has improved, the service methods for different customers have become flexible, the experience has become more and more abundant, and the number of customer complaints has decreased significantly.
In 20 16, our bank * * * accepted 96 investigation emails, 3 letters of commendation 10, 3 business suggestions and 26 complaints, totaling 135. Of the 26 complaint letters, 24 were customer responsibilities and only 2 were valid complaints. Compared with 20 13, this index is greatly reduced and out of proportion. It should be noted that during the period of frequent customer complaints when the IT blueprint project was put into production during the National Day holiday, thanks to the efforts of all staff of Qixin, the Bank also achieved gratifying results of zero effective customer complaints. After nearly a year of service competition, the service quality and level of all units have made obvious progress and improvement. Five institutions, including the branch business department, as the participating units of the provincial service competition organized by the provincial banking association, all won the honorary title of service gold medal unit or award-winning unit. Chen * *, an employee of the branch sales department, was also rated as a model of civilized and high-quality service in the province by the Provincial Banking Association. From April 20 13 to February 2065 438+02, the summary of service quantification assessment forms of banks shows that Haicheng Sub-branch, Daoxi Sub-branch and Duilu Sub-branch have excellent competition results, ranking the top three in the summary table. According to the relevant provisions of the newly revised Management Measures for Civilized and High-quality Services of * * Branch, the Branch will commend the outstanding employees and key management personnel of the above-mentioned units, and the specific commendation measures will be notified separately.
Looking at the service work of our bank for 20 16 years, although compared with previous years, the service management has made some achievements, but there is still a certain gap between the service requirements of the superior bank and the service links. It is embodied in the following aspects. First of all, in terms of hardware service facilities configuration, one line or one line of logo required by the Head Office's service specification is not equipped and implemented in almost all outlets of the bank. Secondly, the implementation of the basic service etiquette of window staff needs to be further strengthened. In particular, some employees are stiff and have obvious signs of passive execution and perfunctory. Third, the first question responsibility system? Do it right away? And then what? Promise to do it? The implementation of the three links is uneven. Transfer? And then what? Promise to do it? In the two-link customer consultation, some employees can't completely follow the system process and can't satisfy the consulting customers.
I recommend it carefully.