Study Of Customized Operation Of M Bank

With the rapid development of the mobile Internet,especially the implementation of the "Internet + Finance" strategy by the state,many new types of financial services for Internet finance companies have emerged,presenting a huge challenge to commercial banks' operational services.At present,it faces the problems of financial internalization of commercial banks,personalization and customization of services,and diversification of customer needs.Under the background of the mobile Internet era,how to realize operational model innovation,improve the optimal allocation of operational resources,and comprehensively improve the operational management service level have become new requirements for commercial banks in the new era,with positive practical significance and application value.With the strong support of the head office of M Bank Dalian Branch(called as "M Bank"),economic development in Northeast Asia is a support,innovation in operation services has been continuously implemented,and operational management reforms have been steadily promoted.At the same time,this thesis takes "customer as the center" to promote the transformation of the site from "transaction processing" to "service marketing" and uses a large number of scientific and technological and intelligent self-service equipment instead of manual work to realize the custom operation management of M Bank and to reduce operating costs and improve customer experience.Firstly,the thesis expounds the research background and research significance of M-bank's customized operation management,and summarizes the relevant theories and research status involved in customized operation management.Then,using the above theory to conduct an in-depth analysis of M Bank's network operation status and existing problems,and found the constraints of the current network in terms of service,management and marketing,in order to propose a customer-centric customer-oriented operation management plan,It has laid a firm foundation for improving the increasingly prominent operational contradiction of outlets,enhancing the awareness of modern service of outlets and improving the marketing capabilities of outlets.Then,the concept and objectives of the customized operation are described in detail,and then the customer operation management plan is realized from several aspects such as network positioning,job setting,network layout,business process transformation,service transformation and promotion,and personnel training.Design and innovation work.At the same time,the thesis has carried out a detailed analysis of the promotion and implementation of the new service process plan,highlighting the advantages of this service process innovation,and providing different service marketing methods for different types of customers,thus enhancing customer loyalty.Improve the core competitiveness of the bank.Finally,the customized operation management plan was applied to the upgrade of M Bank Dalian Branch.In the process,the specific procedures and issues of the pilot are given.The pilot results show that the new scheme has good effects in improving service,reducing operating costs and increasing marketing volume.At the same time,this thesis gives a program promotion strategy with more pilot experience.