商业银行依托于金融行业整体发展，其商业模式经长期发展变化，但万变不 离其宗，其核心业务本质上依旧是对资金的运作及风险的管控，而在这两者之中， 又以风险管控最为重要，是商业银行大部分业务发展的前提和基础，也成为近年 来金融监管机构、商业银行、银行客户重点关注的问题之一。在商业银行风险管 理中，对于柜面操作风险的管理是操作风险管控的重中之重，伴随着大量柜面操 作风险案件近年来屡屡发生并进入公众视野，如何有效规避柜面操作风险成为国 内商业银行积极探索的重点课题之一。 笔者选取 BH 银行为研究对象，运用了文献研究法、案例分析法、现场调研 法和经验总结法，主要通过三个部分进行研讨。第一部分，对本文研究背景及研 究目的进行了大体上的阐述，综述国内外对该领域的研究现状进行了对比和分析， 介绍与柜面操作风险相关的理论基础。第二部分，介绍了 BH 银行的基本情况和 柜面业务发展现状，通过对 2019 年 BH 银行柜面监督检查及事后监督预警情况进 行分析，再结合近年来 BH 银行柜面发生的实际案例，找出频发风险点，总结柜 面业务操作风险成因。第三部分，针对 BH 银行柜面业务操作风险成因提出改进 措施和建议，通过柜面业务操作制度、风险监测系统、人员队伍建设、风险文化 建设等方面提出了具体改进对策。 本文通过对 BH 银行柜面操作风险管理进行研究，目的在于提高 BH 银行柜 面操作风险管理水平，有效地控制柜面业务风险，为 BH 银行的操作风险管理体 系构建提供建议，从而有效地减少网点柜面操作风险案件的发生，以达到实现维 护银行利益和社会信誉的目的。同时也希望丰富国内柜面操作风险管理的相关研 究，帮助国内商业银行稳健发展。 关键词：商业银行；柜面业务；操作风险；改进对策2 Abstract Commercial banks rely on the overall development of the financial industry. Their business models have changed over the long term, but they are inseparable. Their core business is still essentially the control of capital operations and risks. Among the two, Risk management is the most important. It is the prerequisite and foundation for the development of most of the business of commercial banks. It has also become one of the key concerns of financial regulators, commercial banks and bank customers in recent years. In the risk management of commercial banks, the management of counter operation risks is the top priority of operational risk management. With a large number of counter operation risk cases repeatedly occurring in recent years and entering the public view, how to effectively avoid counter operation risks has become domestic. One of the key topics actively explored by commercial banks. The author selects BH Bank as the research object, and uses the literature reading method, case analysis method, field investigation method and experience summary method, and mainly discusses it through three parts. The first part gives a general description of the research background and research purpose of this article, summarizes the comparison and analysis of the research status in this field at home and abroad, and introduces the theoretical basis related to counter operation risks. The second part introduces the basic situation of BH Bank and the current status of the counter business development. Through analysis of the BH Bank's counter supervision and inspection and post-monitoring and early warning in 2019, combined with the actual cases of BH Bank counters in recent years, Frequently issued risk points, summarizing the causes of counter business operation risks. The third part puts forward measures and suggestions for the causes of BH bank's counter business operation risk, and puts forward specific improvement countermeasures through the counter business operation system, risk monitoring system, personnel team construction, and risk culture construction. This paper studies the risk management of BH banks' counter operations, with the purpose of improving the level of risk management of BH banks' counter operations, effectively controlling the risk of counter operations, and providing recommendations for the construction of BH banks' operational risk management system, thereby effectively reducing outlets The occurrence of counter operation risk cases to achieve the purpose of safeguarding the interests of banks and social credibility. At the same3 time, I also hope to enrich domestic research on counter operation risk management and help domestic commercial banks develop steadily.