A Study On The Competency Of Customer Managers In Credit Card Centers Of ZX Bank

With the development of the socialist market economy in China,we have stepped into "credit time" from "Cash Age".As an efficient and convenient method of payment,Credit card has been gradually accepted by most people.Competition in the credit card business between major domestic commercial banks in China are becoming increasingly intense.With the arrival of credit card brand marketing era,major banks have an increasingly higher demands for the quantity and personal qualities of credit card customer managers.However,existing relative research achievements about personal quality characteristics of credit card account managers are relatively limited and have not formed a more scientifically sound modeling paradigm.In recent years,researches on competency from modern psychology,human resource management and marketing has formed a relatively complete theory system,providing a scientific and effective way for enterprise to research and evaluate personnel quality characteristics of sales staffs.But from the existing outcomes of research on the competence of managers in credit card center for commercial banks in China,studies in line with national conditions and practice of human resource management of commercial banks in Chin are still limited.Therefore,how to obtain a competency model of customer managers that conforms to China's actual conditions especially for banks worth further study.This paper reviewed the history of theories of competency,summarized the definition,research methods,common model and related theories of the competency.On the basis of theoretical study,this article also takes the development of ZX bank credit card center and the working practice of credit card customer managers into consideration.Using a combination of literature,BEI interview,questionnaire investigation and factor analysis methods,this article empirically analyzed credit card managers in ZX Bank,obtained 7 competencies about credit card managers named as professional dedication,execution,professional skills,global concept,customer oriented,performance-oriented and competitive spirit.With competences obtained,this article built a 2-levels indicators involved competency model of credit card customer managers.Conclusions of this study provides a useful reference for the research and application of manager's competence in domestic commercial bank in China represented by ZX bank and played a valuable role on competency studies of specific post.