In 2022,the epidemic situation of COVID-19 continued to exist,and the financial markets in the whole country and even the world changed drastically,the survival of commercial banks was becoming increasingly difficult.In order to maintain the normal management order of the bank and enhance the recognition and dependence of the customers on the bank,the bank must improve the working efficiency,enhance the customers’ sense of experience and dependence.Improving the operation and management level of the bank is the important foundation to improve the efficiency of customer service and improve the quality of customer service.The operation and management personnel of the bank are the practitioners and managers of the daily work of the bank,the service ability,service level and business standard of the staff of operation and management line,especially the grass-roots branch teller,directly determine the customer’s recognition degree to a bank.Therefore,it is an important and effective way to improve the customer experience,enhance the customer satisfaction and expand the customers by improving the operation and management level of the commercial banks.This thesis starts from the basic theory of bank operation and management and the actual situation,combines the current situation of of P rural commercial bank,and analyzes it with several typical cases,points out the defects of operation and management of P rural commercial bank.Although the operation management department of P rural commercial bank has implemented the operation management mode of "centralized operation",there are still many problems in its operation management.Mainly including the poor overall work enthusiasm of employees.The management level of the operation management department needs to be improved,insufficient business guidance and guidance to outlets,the head office lacks the management mechanism and promotion channels for the entry and exit of employees in the operation management line.Therefore,after learning from the advanced management experience and development mode of other excellent banks at home and abroad,the author concludes that in order to optimize the background centralized operation and management mode of P rural commercial bank,the operation and management level needs to be improved in the following ways: First of all,it is necessary to clarify the responsibilities of managers of various businesses and improve the operation and management ability of personnel in each center;Secondly,we should constantly improve the business guidance,supervision and inspection ability of the operation management department to the outlets,so as to improve the overall level of counter business;Thirdly,it is necessary to improve the use of relevant mechanisms such as the access,exit and promotion of business personnel in the backstage centers of the management department,and optimize the assessment methods of center personnel;Fourthly,strengthen the construction of talent team and optimize the employment mechanism;Finally,increasing the input of science and technology,strengthening the cultivation of the quality of science and technology talents. |