随着科技的巨大发展，互联网为主的信息科学技术走入人们的生活，改变了人们的 生活方式与习惯，人们越来越多的选择在网上交易，这给传统行业发展带来了巨大的挑 战。金融行业在面临激烈的同行竞争时，也面临互联网金融带来的颠覆性变革。传统的 银行业凭借分布广泛的物理网点，拥有着数量巨大的客户群体，面对网上交易习惯的普 及，智能化的生活方式深入，传统网点也寻找着自身的变革。从外部着手，开通升级电 子渠道，优化升级业务流程，布放智能设备；从内部着手，对转型后网点人力资源进行 重新调配。人力资源是企业珍贵的资源，对企业的发展与社会的进步有着重要的作用， 因此在银行的可持续发展中，也占据着重要地位。如何在网点智能化转型阶段，通过合 理配置、管理人力资源，减少转型中人力资源问题并解决矛盾，更好地促进企业的发展， 是企业面临的重要课题。 C银行作为一家城商行，经过十几年的经营与发展，目前企业运营平稳。面对科技 经济的发展，网点智能化转型人力资源问题日益明显，人力资源管理体系优化升级已成 为亟待解决的问题。本文通过对国内外已有研究文献进行研究，在ARDM管理模型基础 上，结合C银行人力资源现状以及问卷调查和访谈情况，针对C银行转型过程中的人力 资源问题，设计C银行人力资源管理留人、用人“同心圆”模型。通过调查问卷看C银 行目前面临网点智能化转型问题主要是网点人员流失快、转型目标规划不清晰、岗位划 分不清晰、没有轮岗、员工倦怠、只考核不激励、沟通反馈不顺畅、转型培训晋升跟不 上人员发展需要。针对这些问题本文从“同心圆”的目标安排、岗位操作、激励晋升、 沟通反馈、培训提升方面，设计C银行网点智能化人力资源管理优化方案，从而提升企 业人力资源管理水平。从文化保障、组织保障、制度保障、人员保障、科技保障五方面 提出优化方案的保障措施，分析、解决C银行人力资源管理面临的问题，并在一定程度 上提高人力资源管理水平，对于其他银行网点转型人力资源管理具有较好的参考价值和 借鉴意义。 关键词：传统网点智能转型人力资源管理 II Abstract Withthetremendousdevelopmentofscienceandtechnology,theInternet-based informationscienceandtechnologyhasenteredpeople'slivesandchangedpeople'slifestyles andhabits.Moreandmorepeoplechoosetotradeonline,whichhasbroughthuge developmenttothedevelopmentoftraditionalindustries.challenge.Inthefaceoffiercepeer competition,thefinancialindustryalsofacesdisruptivechangesbroughtaboutbyInternet finance.Thetraditionalbankingindustryhasalargenumberofcustomersbyvirtueofits widedistributionofphysicaloutlets.Inthefaceofthepopularizationofonlinetradinghabits andthedeepeningofsmartlifestyles,traditionaloutletsarealsolookingfortheirownchanges. Startfromtheoutside,openandupgradeelectronicchannels,optimizeandupgradebusiness processes,anddeploysmartdevices;startfromtheinsideandredeploythehumanresources ofthetransformedbranches.Humanresourcesarepreciousresourcesofanenterprise,and theyplayanimportantroleinthedevelopmentoftheenterpriseandsocialprogress. Therefore,theyalsoplayanimportantroleinthesustainabledevelopmentofbanks.Howto reducehumanresourceproblemsandresolveconflictsinthetransformationprocessthrough rationalallocationandmanagementofhumanresourcesduringtheintelligenttransformation ofoutletsisanimportantissuefacingCcompanies. Asacitycommercialbank,BankChasbeenoperatingsmoothlyformorethantenyears. Facedwiththedevelopmentofthescienceandtechnologyeconomy,theintelligent transformationofhumanresourcesinoutletshasbecomeincreasinglyobvious,andthe optimizationandupgradingofhumanresourcesmanagementsystemshasbecomeanurgent problemtobesolved.Inthispaper,throughresearchonexistingresearchliteratureathome andabroad,basedontheARDMmanagementmodel,combinedwiththecurrentstatusofC Bank’shumanresources,questionnairesandinterviews,thispaperdesignedCBank’s humanresourcesmanagementThe"concentriccircle"modelofpeopleandpeople.According tothequestionnaire,BankCiscurrentlyfacingtheproblemofintelligenttransformationof outlets,whichismainlyduetotherapidturnoverofoutlets,uncleartransformationtarget planning,unclearjobdivision,noburnoutofrotationemployees,onlyassessmentandno incentive,poorcommunicationfeedback,andtransformationtrainingpromotionCan'tkeep III upwithpersonneldevelopmentneeds.Inviewoftheseproblems,thisarticledesignsthe optimizationplanofintelligenthumanresourcemanagementofBankCoutletsfromfive aspectsof"concentriccircle"goalarrangement,joboperation,incentivepromotion, communicationfeedback,andtrainingimprovement,soastoimprovethelevelofenterprise humanresourcemanagement.Fromthefiveaspectsofculturalsecurity,organizational security,systemsecurity,personnelsecurity,andtechnologysecurity,thesecuritymeasures fortheoptimizationplanareproposed.Inordertoanalyzeandsolvetheproblemsfacedby BankC'shumanresourcemanagement,andtoacertainextentimprovethelevelofhuman resourcemanagement,ithasagoodreferencevalueandreferencesignificanceforthe transformationofhumanresourcemanagementofotherbankoutlets. Keywords:traditionaloutlets,intelligenttransformation,humanresourceallocation IV 目录 第一章绪论...............................................................................................................................1 1.1研究背景及意义..........................................................................................................1 1.1.1研究背景...........................................................................................................1 1.1.2研究意义...........................................................................................................2 1.2国内外文献和综述......................................................................................................3 1.2.1国外研究综述...................................................................................................3 1.2.2国内研究综述...................................................................................................4 1.3研究思路和方法..........................................................................................................7 1.3.1研究思路...........................................................................................................7 1.3.2研究方法...........................................................................................................8 1.3.3研究内容............................................................................................................9 第二章理论基础.....................................................................................................................10 2.1网点智能化转型的定义与相关理论........................................................................10 2.1.1网点智能化转型定义.....................................................................................10 2.1.2网点智能化转型助手——CRM管理系统...................................................10 2.2银行人力资源管理的定义与发展趋势....................................................................11 2.2.1人力资源管理定义.........................................................................................11 2.2.2ARDM管理模型与人力资源管理发展趋势.................................................11 2.3人本视角—网点转型人力资源管理“同心圆”........................................................12 2.3.1“同心圆”管理模型的设计背景.................................................................12 2.3.2“同心圆”管理模型各部分及相互之间关系.............................................13 第三章C银行网点智能化人力资源管理现状.....................................................................14 3.1C银行简介.................................................................................................................14 3.1.1C银行基本情况..............................................................................................14 3.1.2C银行组织结构..............................................................................................14 3.2C银行网点智能化建设情况简介.............................................................................15 3.2.1C银行网点智能化建设方向..........................................................................15 3.2.2C银行网点智能化建设阶段..........................................................................16 V 3.3C银行网点人力资源构成及管理现状...................................................................