Study On The Transformation Strategy Of ABC Bank’s Counter Business Operation

With the deep integration of Internet+,financial technology and industry applications,the financial market is undergoing a profound change,mainly manifested in new features such as terminal mobility,device intelligence,scene diversification and demand personalization,which also puts forward new requirements for commercial banks’ operation and management.Currently,the counter service of commercial banks is an important channel for external services of banks,and most of the financial services of customers need to be completed at the counter,which is an important window service department of commercial banks.ABC Bank,as a large centrally managed state-owned bank,provides efficient and convenient financial services for customers with its bank branch system covering the largest area and high-quality and complete business products.However,with the rapid development and widespread application of financial technology,the competition in the same industry continues to intensify,putting forward higher requirements for ABC Bank’s operation and management model.Currently,there are new situations such as insufficient machine control and technical control means for operation risk prevention,and the operational efficiency of counter business cannot meet the needs of operational development,which affects customer experience.Based on the theory of commercial bank operation management and business process reengineering,and combined with years of bank counter operations management experience,this paper analyzes the existing problems and their causes by referring to operation management,commercial bank operation management and other related literature,and going to a number of domestic commercial banks and grassroots outlets to conduct field research,exchange and learn advanced experience.Including imperfect risk supervision and control system,low counter business operation efficiency,and poor customer experience.The transformation of ABC Bank’s counter business operation follows the working principles of "customer-centered,internal transformation,risk control priority,reorganization and efficiency" and establishes a new operation system that is intelligent,light and robust,and builds a process bank.The bank’s goal is to build a new operation system that is intelligent,light and robust,and to create a process bank,a smart bank and a remote bank.The analysis proposes countermeasures to speed up operation transformation: firstly,to design the operation transformation plan,including promoting the intelligent transformation of outlets,promoting the functional transformation of outlets,promoting the transformation of personnel positions in outlets,promoting the optimization of counter operation risk control system,and strengthening the back-end support and guarantee of counter business;secondly,to promote the organization and implementation of operation transformation,including Formulation of operation transformation work guidance,implementation rules and various program guidelines,special assessment methods for operation transformation and evaluation of transformation quality and effectiveness accordingly,etc.In order to provide reference and meaningful practice for the counter business optimization and branch transformation of commercial banks in China.