作为银行与客户之间的沟通桥梁,客户经理不仅是银行对外业务的代表,更是银行

与客户关系的代表。客户经理通过了解客户的需求,发展更多、更高质量的客户关系,

同时协调银行内部各方面资源,为客户提供服务。科学、高效的客户经理岗位绩效指标

体系,对我国各银行在入世后的银行业竞争中取得竞争优势具有重要意义。

本文通过对国内外相关研究的回顾,以及对相关概念的界定,结合J银行Q支行客

户经理岗位的实际情况,深入分析了 J银行Q支行现行的绩效考核指标体系中关于客户

经理岗位绩效指标设计方面主要存在的问题及其形成原因。并基于关键绩效指标法,重

点考虑了绩效指标与J银行发展战略、对客户经理岗位的工作要求、以及客户经理岗位

工作职责等的衔接,结合J银行Q支行客户经理岗位的实际情况,对现有的客户经理岗

位绩效指标进行优化设计,为科学地评价银行客户经理的工作业绩,激发其工作热情提

供依据。

该绩效考核指标的优化设计,不仅能够加强银行客户经理队伍的薪酬管理,激发银

行客户经理的工作热情,使其工作重心向J银行发展战略方面转移,同时,对建立规范

化和科学化的银行客户经理岗位绩效指标体系具有一定的借鉴意义。

关键词:客户经理,绩效指标,关键绩效指标法

Abstract

As the bridge between banks and their customers, customer manager is not only the

representative of external business in the bank, it is representative of the relationship between

banks and their customers. Customer Manager through understanding customer needs,

develop more and higher-quality customer relationships, and coordinate all aspects of the

bank's internal resources, and then provide services to customers. Scientific and efficient

customer manager job performance indicator system is important for the banks to obtain a

competitive advantage in banking competition after accession.

Based on a review of relevant research at home and abroad, as well as the relevant

definition of the concept, combined with the actual situation of J Bank Q Sub-branches

customer manager positions, depth analysis the main problems and their causes of customer

manager job performance indicators design in current performance evaluation index system of

J Bank Q Sub-branches. Based on key performance indicators method, considered the

convergence between performance indicators, J Bank development strategy, job requirements

of customer manager, and job duties of customer manager, combined with the actual situation

of J Bank Q Sub-branches customer manager positions, optimize the design of the existing

customer manager job performance indicators, provide a basis to the scientific evaluation of

customer manager job performance, stimulate their enthusiasm for work.

The optimal design of the performance measurement system, not only to strengthen the

customer manager salary administration .stimulate enthusiasm for the work of the customer

managers, and make its focus transfer to bank development strategies, the same time, provide

certain significance of establishing a standardized and scientific bank customers manager job

performance indicator system.

Key Words: Customer Manager; Performance indicators; Key Performance Indicator