The Construction Of Competency Model Of Bank Operator

Competency was a managerial concept proposed by Professor McClelland at the begaining of 1970s, which had been widely studied in the management, psychology and other fields . it provided a new way to optimize human resources management . At present ,The operator was the core of customer service. However, the study on competency model was mainly about operator of communications industry. with the majority of our banks to establish call centers, the bank call centers called for many excellent operatores.So,it was meaningful to build competency model of Bank Operator. This study taked the operators of a bank in Suzhou city as the subject. The research methods included literature review and structured interviews, the focus group interview and questionnaire. The results of this study were as follows:First, Competency model of bank operator contained communication skills , customer-service ability ,emotional management ability, learning capacity, digital sensitivity and affiliation, boldness, wordly wisdom, invariability."communication skills survey","customer-service ability survey","emotional management ability survey","learning capacity survey"and"digital sensitivity survey"were compiled, which had a good letter and effect. Second, it analysised differences of the competency among the demographic variables, and predictive power of model through Binary Response Logistic Regression Analysis, the results showed Competency model with high predictive power.At last, based on competency models, it designed operational recruitment system to improve the value of competency model.