胜任力模型是岗位胜任力能够被识别出的重要方法，也被称为胜任素质模型。 它的应用体现在人力资源的各个方面：招聘培训，绩效薪酬，各个方面都离不开这 个基矗正是胜任力模型具备的这种评估现在，预测未来的特点，使它可以更深层 次的剖析职位需求以及具备可操作性。ZD银行零售业务部门的初级管理岗人才直接 影响公司整体战略的传达和上级指导方针的执行，在公司整体组织结构中起着非常 重要的传承及标杆作用，因此针对初级管理岗的胜任力岗位模型搭建非常必要。本 研究引用行为事件访谈法深度访谈了该岗位的 22名员工。在对访谈资料进行整理后， 进一步对数据采用了统计分析的方法，得出初级管理者的胜任力特征，然后在相关 数据收集环节运用问卷调查法，最后对数据进行深层次的归纳统计分析（SPSS）， 从而建立出零售业务岗的初级管理者模型。本文从笔者工作中着手，以 ZD银行做为 研究主体，结合实践经验和胜任力理论，构建了零售业务部初级管理岗的胜任力模 型，补充了外资银行初级管理岗的胜任力岗位分析，对其他外资银行来说，可以参 考相关岗位人员的胜任力模型；不仅如此，本研究在实践领域也有着重要意义，零 售业务岗初级管理者模型及相关结论经过验证后将在本公司的人员选拔、培训、绩 效考核等多个方面进行应用。 本文将初级管理岗胜任力模型归为三个维度“专业知识”“职业技能”“个人 素质”。其中还包括 20个细分的胜任力因子。本研究首次针对“ZD银行零售业务 初级管理岗构建的胜任力模型具有创新性，其次结合行为事件访谈中的代表事件， 运用德尔菲专家访谈法归纳编写了适用于此岗位的结构化面试题库。 关键词：胜任力模型，行为事件访谈，银行  ABSTRACTCompetencymodelisanimportantmethodtoidentifypostcompetency,alsoknownascompetencymodel.Itsapplicationisreflectedinallaspectsofhumanresources,suchasrecruitmentandtraining,performancepay,andsoon.Itisthecompetencymodelthathasthecharacteristicsofassessingnowandpredictingthefuture.Sothatitcanbeadeeperanalysisofjobrequirementsandhasoperability.ThejuniormanagersofthebackstageretailbankingdepartmentofZDarerelatedtothetransmissionandimplementationofthecompany'splansoruppelevelinstructions,andplayaveryimportantroleinthewholeorganizationalstructure,soitisveryimportanttobuildtheircompetencymodel.Inthisstudy,22juniormanagerswereinterviewedbybehavioraleventinterview.Aftersortingouttheinterviewdata,theinterviewdatawerestatisticallyanalyzedtoobtainthecompetencycharacteristicsofjuniormanagers,andrelevantdatawerecollectedthroughonlinequestionnairesurvey.Finally,SPSSwasusedforstatisticsandinduction,thusestablishingthejuniormanagermodelofretailbusinesspost.Startingfromtheworkpractice,thisstudyusesthecompetencytheory,takingZDbankastheresearchobject,constructsthecompetencymodelofjuniormanagersandappliesit, whichprovidesareferencefortheconstructionofcompetencymodelofforeignbankrelatedpostpersonnel,enrichestheexistingbankmanagercompetencyresearch;atthesametime,thisstudyalsohasimportantpracticalsignificance,themodelandphaseoftheconstructionAfterverification,therelevantachievementswillbeappliedinpersonnelselection,training,performanceappraisalandcareerplanning. Inthisstudy,thecompetencymodelofjuniormanagementpostisdividedintothreedimensions:professionalknowledge,professionalskillsandpersonalquality.Italsoincludes20subcompetencyfactors.Theinnovationofthispaperisthefirsttimetobuildacompetencymodelfor"ZDbankretailbusinessjuniormanagementpost".Inthemeanwhile,basingonthebehavioreventinterviewkeycases,theDelphiexpertinterviewmethodisusedtosummarizeandcompilethestructuredinterviewquestionbankforthispost. KEYWORDS:Competencymodel,BEI,BankCompetencymodelisanimportantmethodtoidentifypostcompetency,alsoknownascompetencymodel.Itsapplicationisreflectedinallaspectsofhumanresources,suchasrecruitmentandtraining,performancepay,andsoon.Itisthecompetencymodelthathasthecharacteristicsofassessingnowandpredictingthefuture.Sothatitcanbeadeeperanalysisofjobrequirementsandhasoperability.ThejuniormanagersofthebackstageretailbankingdepartmentofZDarerelatedtothetransmissionandimplementationofthecompany'splansoruppelevelinstructions,andplayaveryimportantroleinthewholeorganizationalstructure,soitisveryimportanttobuildtheircompetencymodel.Inthisstudy,22juniormanagerswereinterviewedbybehavioraleventinterview.Aftersortingouttheinterviewdata,theinterviewdatawerestatisticallyanalyzedtoobtainthecompetencycharacteristicsofjuniormanagers,andrelevantdatawerecollectedthroughonlinequestionnairesurvey.Finally,SPSSwasusedforstatisticsandinduction,thusestablishingthejuniormanagermodelofretailbusinesspost.Startingfromtheworkpractice,thisstudyusesthecompetencytheory,takingZDbankastheresearchobject,constructsthecompetencymodelofjuniormanagersandappliesit, whichprovidesareferencefortheconstructionofcompetencymodelofforeignbankrelatedpostpersonnel,enrichestheexistingbankmanagercompetencyresearch;atthesametime,thisstudyalsohasimportantpracticalsignificance,themodelandphaseoftheconstructionAfterverification,therelevantachievementswillbeappliedinpersonnelselection,training,performanceappraisalandcareerplanning. Inthisstudy,thecompetencymodelofjuniormanagementpostisdividedintothreedimensions:professionalknowledge,professionalskillsandpersonalquality.Italsoincludes20subcompetencyfactors.Theinnovationofthispaperisthefirsttimetobuildacompetencymodelfor"ZDbankretailbusinessjuniormanagementpost".Inthemeanwhile,basingonthebehavioreventinterviewkeycases,theDelphiexpertinterviewmethodisusedtosummarizeandcompilethestructuredinterviewquestionbankforthispost. KEYWORDS:Competencymodel,BEI,Bank II  目录 内容摘要 ....................................................I ABSTRACT ...................................................II 第一章绪论 ................................................1 1.1研究背景 ...................................................... 1 1.2研究意义 ...................................................... 3 1.2.1理论意义 .................................................. 3 1.2.2实践意义 .................................................. 4 1.3国内外研究综述 ................................................ 5 1.3.1国外研究现状 .............................................. 5 1.3.2国内研究现状 .............................................. 7 1.3.3述评 ...................................................... 7 1.4研究内容和思路 ................................................ 8 1.4.1研究内容 .................................................. 8 1.4.2研究思路 .................................................. 8 1.5研究方法 ...................................................... 9 1.5.1文献检索法 .................................................9 1.5.2案例研究法 ............................................... 10 第二章理论基础 ...........................................11 2.1胜任力模型的基本概念 ......................................... 11 2.1.1胜任力的概念 ............................................. 11 2.1.2胜任力与任职资格的区别 ................................... 11 2.1.3胜任力的经典模型 ......................................... 12 2.2胜任力模型构建的流程 ......................................... 14 2.3胜任力模型构建的方法 ......................................... 15 2.3.1文献研究法 ............................................... 15  2.3.2行为事件访谈法 ........................................... 16 2.3.3问卷调查法 ............................................... 17 2.3.4德尔菲专家访谈法 ......................................... 17 第三章ZD银行零售业务初级管理岗现状与岗位职责 ............19 3.1 ZD银行零售业务初级管理岗现状 ................................. 19 3.1.1 ZD银行发展历程 ........................................... 19 3.1.2 ZD银行零售业务初级管理岗位人员现状 ....................... 20 3.2 ZD银行零售业务初级管理岗岗位职责与任职资格 ................... 22 3.2.1 ZD银行零售业务初级管理岗岗位职责 ......................... 22 3.2.2 ZD银行零售业务初级管理岗任职资格 ......................... 24 第四章ZD银行零售业务初级管理岗胜任力模型构建 ............26 4.1 ZD银行零售业务初级管理岗胜任力因子的提取和初步确定 ........... 26 4.1.1行为事件访谈设计 ..........................................26 4.1.2行为事件访谈实录节选与因子提取 ........................... 26 4.1.3 ZD银行零售业务初级管理岗胜任力因子的初步确定 ............. 31 4.2 ZD银行零售业务初级管理岗胜任力模