郦星羽

【摘 要】随着我国经济社会的不断发展，金融已成为支持我国国民经济发展，提高资源配置效率的核心因素。由于我国资本市场成立时间晚、发展时间短，商业银行一直是我国金融市场的中流砥柱，是我国金融体系的核心。很长一段时间，我国商业银行能够依靠一直存在的存贷利差获取巨额收益。但是，随着我国利率市场化改革的不断推进、各种中小商业银行的不断发展，以及P2P、阿里金融等互联网金融产品的不断涌现，我国商业银行的经营环境发生了极大的改变，所面临的市场竞争压力明显加剧。在这种运营环境下，为了适应不断变化的环境，商业银行客户经理制度应运而生。

【Abstract】With the continuous development of China's economy and society， finance has become the core factor to support the development of China's national economy and improve the efficiency of resource allocation. Because of the late establishment of capital market and short development time in China， commercial banks have been the mainstay of China's financial market， it is also the core of China's financial system. For a long time， China's commercial banks can rely on the existence of deposit and lending spreads to obtain huge gains. However， with the continuous development of interest rate market reform in China， the continuous development of various small and medium-sized commercial banks， and the continuous emergence of internet financial products such as P2P and Ali finance， the operating environment of commercial banks in China has changed greatly， and the pressure of market competition is obviously increasing. In this operating environment， in order to adapt to the changing environment， commercial bank customer manager system came into being.

【關键词】商业银行；客户经理；胜任力

【Keywords】commercial bank； account manager； competency

【中图分类号】F830.33 【文献标志码】A 【文章编号】1673-1069（2017）08-0057-02

1 胜任力定义及其意义

胜任力的概念自从20世纪70年代被美国哈佛大学教授（McClelland）提出来后，在全球范围内经历了近40年的发展，其应用范围也涉及各行各业。但是从目前我国大量商业银行对客户经理的能力评价现状来看，有效利用胜任力模型的案例几乎没有，也没有有效的利用胜任力模型来进行对客户经理的招聘选拔、薪酬管理、绩效考核等。而这几项内容是商业银行人力资源管理部门工作的主要内容，对商业银行发展来说至关重要。本文的目的就在于通过构建商业银行胜任力评价模型，明确胜任力的评价指标，将此应用到PF商业银行杭州分行，改进银行工作方式，提升人员使用效率。……