摘
要
摘要
商业银行的发展离不开风险的控制，在风险控制上，操作风险管理与相对成
熟的市场和信用风险相比管理难度较大。随着商业银行操作风险事件的增加，商
业银行意识到了操作风险管理的重要性，但是因为其诱因复杂多变且没有标准的
应对措施，导致管理的效果不是非常理想。
GF银行温州分行是比较早进驻到温州的商业银行之一。虽然 GF银行温州分
行在操作风险上采取了一定的措施来降低操作风险，但是面对不断变化的环境与
形势，它的防控措施仍然存在不足。目前 GF银行温州分行出现了客户经理挪用客
户资金、飞单业务、员工对规章制度不熟悉等问题，严重影响了 GF银行温州分行
的发展和声誉，所以如何更好地管理操作风险是 GF银行温州分行急需解决的课题
之一。
本文从 GF银行温州分行操作风险管理现状出发，运用了文献研究法、案例分
析法、调查问卷法和模型分析法对 GF银行温州分行的操作风险管理进行分析。通
过了最近几年 GF银行温州分行发生的操作风险案例分析和专家讨论，建立层次分
析和模糊综合评价法模型，为了确定三级指标合理性，发起全行调查问卷，最终
回收有效问卷 80份，在此基础上，从人员因素、流程因素和其他因素三个方面描
述所存在的操作风险以及操作风险成因。最后，针对 GF银行温州分行现存的操作
风险问题给出具体的对策，具体对策从加强人员管理、完善流程体系、其他因素
三方面展开。本文也得出了三个结论：商业银行操作风险的管理必须实行风险分
类管理；层次分析法与模糊综合评价法相结合的方法在各类风险评价方法中更有
效；操作风险管理水平提升的策略需与各评价指标的风险等级相对应。
关键词：GF银行温州分行；操作风险；层次分析法；模糊综合评价法
I
Abstract
Abstract
The development of commercial banks is inseparable from the control of risks.
Compared with the management of relatively mature market risks and credit risks,
operational risk management is more difficult.More and more banks have realized
theimportanceofoperationalriskmanagement,becauseof itscomplexand
changeable incentives and no standard response measures, the effect of management
is not very ideal.
GF Bank Wenzhou branch is one of the commercial banks stationed in Wenzhou
earlier.However, GFBank WenzhouBranch has takensome measuresto reduce
operational risks,but in theface of thechanging environment andsituation, its
prevention andcontrolmeasures arestill inadequate.Atpresent, therearesome
problems in THE Wenzhou Branch ofGF Bank, such as the misappropriation of
customer funds by customer managers, the business of flying orders, and the staff's
unfamiliaritywith therulesand regulations,whichhaveseriously affectedthe
development and reputation of THE Wenzhou Branch of GF Bank. Therefore, how to
better manage operational risks is one of the urgent issues for the Wenzhou Branch of
GF Bank to solve.
Based onthe current situation ofoperational risk managementof GF Bank
Wenzhou Branch, this paper analyzes the operational risk management of GF Bank
Wenzhou Branch by literature research method, case analysis method, questionnaire
method and model analysismethod. The model of ahp andfuzzy comprehensive
evaluation methodwas established.Inorder todetermine therationality ofthe
three-level indicators, a questionnaire was launched for the whole bank, and 80 valid
questionnaires were finally collected. On this basis, Operation risk and its causes are
described from the aspects of personnel factor, process factor and other factors. Finally,
specific countermeasures are given for the existing operational risk problems of GF
Bank WenzhouBranch, whichare carriedout fromthree aspects:strengthening
personnel management, improving process system and other factors. This paper also
draws three conclusions: the management of operational risk of commercial banks must
implementriskclassificationmanagement; Thecombinationofahpandfuzzy
comprehensive evaluation method is more effective in all kinds of risk evaluation
methods. Strategies for improving the level of operational risk management should
correspond to the risk level of each evaluation indicator.
Key words: GF Bank Wenzhou Branch; operational risk;Analytic hierarchy process;
Fuzzy comprehensive evaluation method
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