Research On Customer Manager Competence Model Based On The State-owned Commercial Bank

State-owned commercial bank that is a wholly state-owned commercial Banks, isin a dominant position in the financial industry. The main characteristic of thestate-owned commercial bank is all the bank’s capital invested from the state. But withthe restructuring of China’s state-owned commercial bank, with the fierce competitionof a large joint stock commercial banks and foreign capital banks, the customermanager becomes an important intangible capital, which is a key determining thesurvival and development of state-owned commercial banks in a certain extent.From the purpose and meaning of the paper studies, I review of the literature, jobdescription and customer manager system documents content, then explain the basicability of the customer manager in state-owned commercial banks of our country.Atlast, this paper defines the object of study. Then this paper summarizes competenceand competency model research theory, discusses the rise of the competence of theproduce and competence recognition method. From the iceberg model, this paperdescribes the competence of the structure, and reviews the competence and thecompetence model in the present situation and developing trend of both at home andabroad at last. Lessoning from the existing competency dictionary and relevantliterature material, this paper uses a behavioral event interviews and oral Englishtheme coding method. In the behavior of the event interview, we interview theexcellent performance, and the general performance respectively. Through thecontrast analysis, this paper gets different competence factors of frequency, and setsup the manager system of competence factors of state-owned commercial bankcustomer, including a total of25competence characteristics, forms a preliminaryanalysis of the quality. And on this basis, the paper made a customer managercompetence model of questionnaire of the state-owned commercial bank, usingLikert category five scale in total54topic, being from1to5,.In the Likert category,one exists the least important representatives,and5represents the most important. Through issuing the questionnaire, the paper gets114paper for valid. The SPSSsoftware is the main analysis tools, to factor the validity and reliability in the test.Finally, commercial bank customer manager competency structure model is made.The results of the study show that: the commercial bank customer managercompetency model includes14level1factor competence and54level2factorcompetence. The level1factors include: the team cooperation, love and respect,professional ability, communication skills, taking the customer as the center, resourceintegration, the good work attitude, management and service to customers, theanalysis judgment customer, the achievement, the trust of company, reasonablearrangement of time, the marketing ability, personalized service and so on..Through the combination of theoretical and practical research methods, thisarticle reached the research target of preliminary. The results applies in humanresources of job analysis of the commercial bank customer managers, training anddevelopment, recruitment and selection, compensation management, performanceevaluation and career planning etc...