I 摘要 随着市场环境的日趋复杂，农村商业银行作为以服务当地农村经济发展为宗 旨的地方性商业银行要想在市场获得竞争力，人才队伍是关键。作为客户与银行 之间的桥梁，客户经理的角色至关重要，其作用关系到银行战略的整体实施。然 而，C 农商银行的客户经理在面对新形势下的不同任务和要求时，无论是从管理客 户经理的角度来说，还是从客户经理自身来看，均存在不少问题，C 农商银行迫切 需要提高客户经理团队的整体素质。 因此，本文通过引入胜任力概念及胜任力模型的研究理论，根据现有的研究 成果，并结合定性和定量的研究思路，首先介绍胜任力相关理论研究，确定了论 文研究的对象；其次结合 C 农商银行的实际情况，分析 C 农商银行客户经理管理 现状；再根据现有研究中对构建胜任力模型的方法的介绍，运用行为事件访谈法、 文献研究法初步提取客户经理的胜任力要素；然后通过问卷调查法，对调查数据 的统计与分析，确定 C 农商银行客户经理的胜任力要素，构建了 C 农商银行客户 经理的胜任力模型；最后对 C 农商银行客户经理胜任力模型在招聘管理，培训管 理，绩效管理模板中的应用提出了相关建议。 关键词：农商银行，客户经理 ，胜任力模型，人力资源ABSTRACT II ABSTRACT With the increasingly complex market environment, as a local commercial bank with the purpose of serving the development of the local rural economy, the talent team is the key for rural commercial banks to gain competitiveness in the market. As a bridge between the customer and the bank, the role of the account manager is crucial, and its role is related to the overall implementation of the bank's strategy. In the new situation, opportunities and challenges coexist. However, when the account managers of C Rural Commercial Bank face different tasks and requirements, whether from the perspective of managing the account manager or the account manager himself, there are many problems, especially the urgent need to improve the client The overall quality of the manager team. Therefore, by introducing the research theory of competency concept and competency model, This thesis is mainly based on the existing research results, combined with qualitative and quantitative research ideas. Firstly, it introduces the related theoretical research of competence and determines the object of the thesis; secondly, it analyzes the customers of C Rural Commercial Bank based on the actual situation of C Rural Commercial Bank. The current situation of manager management; then based on the introduction of the existing research on the method of constructing the competency model, extract the preliminary competence elements through the use of behavioral event interview method and literature research method; then use the questionnaire survey method to statistics and analyze the survey data , Determined the competency elements of the account manager of C Rural Commercial Bank, and constructed the competence model of the account manager of C Rural Commercial Bank; finally put forward the application of the C Rural Commercial Bank client manager competency model in recruitment management, training management, and performance management templates Related suggestions. Keywords: rural commercial bank, customer manager, competency model, human resources目 录 III 目 录 第一章 绪论.....................................................................................................................1 1.1 研究背景与意义.................................................................................................1 1.1.1 研究背景.................................................................................................1 1.1.2 研究意义.................................................................................................1 1.2 研究框架.............................................................................................................2 1.3 研究方法.............................................................................................................3 1.4 研究内容.............................................................................................................3 1.5 本章小结.............................................................................................................4 第二章 相关理论研究综述.............................................................................................5 2.1 胜任力的含义.....................................................................................................5 2.2 胜任力模型的研究现状.....................................................................................6 2.2.1 国外胜任力模型研究.............................................................................6 2.2.2 国内胜任力模型研究.............................................................................7 2.2.3 胜任力模型的构建方法.........................................................................7 2.3 银行客户经理的胜任力模型 .........................................................................9 2.4 基于胜任力模型的银行人力资源管理研究.....................................................9 2.4.1 国外研究概况.........................................................................................9 2.4.2 国内研究概况.......................................................................................10 2.5 本章小结...........................................................................................................10 第三章 C 农商银行客户经理管理现状分析................................................................11 3.1 C 农商银行的情况简介....................................................................................11 3.2 C 农商银行客户经理管理现状........................................................................12 3.2.1 C 农商银行客户经理的基本情况.........................................................12 3.2.2 C 农商银行客户经理的岗位设置.........................................................12 3.2.3 C 农商银行客户经理的岗位职责.........................................................12 3.2.4 C 农商银行客户经理的业务特点.........................................................13 3.2.5 C 农商银行客户经理人力资源管理现状.............................................14 3.2.6 C 农商银行客户经理管理存在的问题.................................................15 3.3 本章小结...........................................................................................................16 第四章 C 农商银行客户经理胜任力模型的构建........................................................17目 录 IV 4.1 C 农商银行客户经理胜任力要素的初步提取................................................17 4.1.1 行为事件访谈.......................................................................................17 4.1.2 C 农商银行客户经理胜任力模型的初步构建.....................................25 4.2 C 农商银行客户经理胜任力要素的问卷调查................................................26 4.2.1 问卷调研设计.......................................................................................26 4.2.2 问卷的样本选择与发放.......................................................................26 4.2.3 问卷数据分析.......................................................................................27 4.3 C 农商银行客户经理胜任力模型的建立........................................................37 4.4 本章小结...........................................................................................................39 第五章 胜任力模型在 C 农商银行客户经理管理中的应用建议...............................41 5.1 C 农商银行基于胜任力模型的客户经理招聘建议........................................41 5.1.1 招聘流程的确定...................................................................................41 5.1.2 确定胜任力要素的权重.......................................................................42 5.1.3 面试筛选...............................................................................................42 5.2 C 农商银行基于胜任力模型的客户经理培训建议........................................44 5.3 C 农商银行基于胜任力模型的客户经理绩效管理建议................................46 5.3.1 构建完善的绩效考核体系................................................