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2021年 12月 6日
2021年 12月 6日
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摘要
摘要
随着银行在经济建设中所发挥的作用日益重要，业界的竞争也变得愈发的激烈。
柜台是商业银行为客户提供各类金融服务的重要场所，操作风险普遍存在于业务操
作的各个流程与环节，其带来的损失多种多样。如何有效开展操作风险的识别和防
范，避免风险案件的发生，促使银行业务的稳健经营成为了近年来金融业研究的热
点话题。
文章选取 T银行作为研究对象，以风险管理、操作风险管理、银行柜面操作风
险相关理论为基础，对银行柜面业务操作风险领域的相关文献进行梳理，明确了研
究框架及研究方法。在此基础之上，进一步明确风险评价指标体系的构建原则，选
取银行柜面 6种有代表性的业务进行风险因素的分析，构建出银行柜面业务操作风
险指标体系。其次对 T银行柜面业务操作风险进行实证分析，运用层次分析法进行
指标权重的确定，进行模糊综合评价，评价结果显示 T银行柜面操作风险处于较高
水平。分析其操作风险较高的成因主要是柜面人员管理措施不完善、缺少健全的人
才培养体系；制度建设存在缺陷、风控管理体系不明确；操作系统设计不完善、智
能设备应用不到位；内部风控文化建设不到位、员工风险意识不强等。最后对 T银
行的柜面业务操作风险管控体系建设提出改进措施：健全专业培训培养机制，提升
柜面人员业务素质；优化操作流程，减少风险发生概率；增加智能设备的使用，从
技术上建立风险屏障；强化全员风险意识，形成谨慎的风控文化。
关键词柜面操作风险；实证分析；控制措施
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Abstract
Abstract
With the increasingly important role of banks in economic construction, the
competition in the industry has become more and more fierce. The counter is an
important place for commercial banks to provide customers with various financial
services. Operational risk generally exists in all processes and links of business
operation, and it brings a variety of losses for improper operation. It has become a hot
topic in the financial business on how to carry out the identification and prevention of
operational risk effetively, avoid the occurrence of risk cases, and promote the steady
operation of banking business in recent years.
This paper selects Bank T as the research object and takes the risk management,
operational risk management, bank counter operation risk related theories as the
theoretical basis. Firstly, it sorted out the relevant literature and journals in the field of
operational risk of counter business, and defines the research framework and research
methods.On the basis of this, it further defines the construction principles of the risk
evaluation index system, selects six types of representative bank counter business for
risk factor analysis, and constructs the operational risk index system of bank counter
business.Secondly, it makes an empirical analysis on the counter business operational
risk of Bank T, determines the index weight by using analytic hierarchy process, and
makes a fuzzy comprehensive evaluation. It is concluded that the counter operational
risk of Bank T is at a high level.The main causes of its operational risk are the
imperfect management measures of counter personnel, the lack of a sound talent
training system, defective system construction, unclear risk control management
system, imperfect operating system design, the lack of intelligent devices application
and the construction of internal risk control culture and relevant weak awareness of
employees, etc.Finally, it puts forward improvement measures for the construction of
counter business operational risk system of Bank T by improving the staff training
and learning and training systems, strengthening the quality of personnel, Optimizing
the operation process and improving the risk control system, increasing the use of
intelligent equipments and reducing manual links, as well as building a positive risk
control culture.
Key words Counter operation risk; Empirical analysis; Control measures.
III
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