简介
绩效考核是绩效管理的核心,也是人力资源管理系统的一个重要组成部分,
建立一个科学有效的绩效考核方案关系到整个管理系统的有效运转。在经济全球
化时代条件下,对国内商业银行来说,如何设计一套满足现代商业银行市场竞争
需要、推动自身良性可持续发展的员工绩效考核方案,是一个重大课题。而客户
经理是银行与客户进行沟通的桥梁,在银行的市场拓展和常经营中起到举足轻
重的作用,银行对客户经理人员的绩效考核、评价、激励机制是否公平、有效将
直接关系到全行经营成果的实现。鉴于此,本文从绩效考核的理论和方法出发,
结合CT银行的实际绩效考核情况,全面探讨了 CT银行客户经理绩效考核方案的
设计问题,并提出优化建议。

本文首先阐述了绩效考核方法和工具以及商业银行绩效管理的研究现状;然
后,通过介绍现阶段CT银行客户经理制实施的基本情况,对客户经理绩效考核指
标方案着重进行了调查研究,分析了在绩效考核内容和方法方面存在的问题。针
对CT银行客户经理绩效考核中存在的问题,作者对CT银行绩效考核方案进行了
优化设计,并结合CT银行的实际情况讨论了绩效考核结果在管理实践中的应用。

最后,从制度、技术和人员三个方面提出保障CT银行客户经理绩效考核方案实施
的对策建议,从而保障绩效考核的顺利进行。

关键词:绩效考核客户经理绩效管理方案优化
ABSTRACT
Performance assessment is the core of performance management, as well as the
important part of human resources management system,thus to establish a scientific and
effective performance assessment program related to the effective operation of the entire
management system. In the era of economic globalization,to domestic commercial
banks, it is a major issue about how to set up a set of scientific performance assessment
program which is in line with China&39;s national conditions and meets the needs of
customer managers in modern commercial banks. In view of this, from the perspective
of theories and methods of performance assessment, combined with CT bank&39;s actual
situation of performance assessment, we comprehensively discussed about how to
design the performance assessment program taking customer managers in CT bank as
an example, and proposed some specific designing suggestions as well.
Performance assessment was firstly demonstrated through the literature review that
has introduced the methods and tools of performance assessment as well as the current
situation of commercial bank&39;s performance management. Secondly, through
introducing the implementation of CT bank&39;s customer manager system, we
investigated about the indicators and the program of performance assessment to
customer managers, in order to analysis on the problems in terms of contents and
methods, the main problem of which was that the assessment to customer managers has
focused primarily on the assessment of the amount of business while ignoring the
assessment of financial risk and marketing costs. Thirdly, in respond to these problems,
performance assessment program in CT bank was perfectly optimized and designed,
what&39;s more, the practice of performance assessment was discussed which has been
combined with the actual situation of CT bank. Last but not the least, institutional,
technological and personnel safeguard measures were put forward to ensure that
performance assessment to customer managers in CT bank could be carried out
successfully.
Keywords: Performance assessment, customer managers, performance
management, program optimization
第1章引言
1.1研究背景和研究意义
1.1.1研究背景
当前我国市场经济迅速发展,以银行为代表的金融业近几年迅速崛起成为行
业的热点,但是由于国内外银行业的竞争不断加剧,同时伴随着我国的金融制度
改革与创新,银行的发展受到前所未有的冲击。客户经理作为银行业员工中的重
要组成部分,越来越成为推动银行业发展的骨千力量。当前的客户经理管理不仅
仅是依照传统的操作模式和运营方法,而是以客户为中心,与客户建立良好的关
系,建立起了银行业中的客户经理制。这种机制和制度显示了强大的生命力和推
动力,成为银行管理制度中的重要部分。

面对当前金融业的改革,银行业的发展受到很大冲击,当面的改革形势给银
行业带来了新的机遇,但是同时也带来了更多的挑战。挑战不仅仅体现在业务上,
也体现在服务水平中,银行业的经营内容包括个人理财、融资、投资等,随着人
们对于理财意识的增强,对于银行业的服务提出了更高的要求。面对当前的发展
现状,银行的客户经理要转变服务理念和方式,更好的服务于客户,银行对于客
户经理的管理也应该推向一个新的水平,建立银行业的客户经理制度。客户经理
就是在银行中为银行的客户提供金融服务的员工,而银行要想管理好客户经理,
就要建立良好的客户经理制度。客户经理涉及的业务很广泛,包括贷款、理财和
融资等,而且客户经理还要了解客户的需求,及时向银行反馈并且提出产品的创
新。银行实行客户经理制,成立了银行业对于重点客户的对外服务窗口,能够突
破传统的服务限制,更好的为客户服务,推动银行更好的发展。

为了更好的吸引更多的客户,在市场经济中挤占一席之地,当前各大银行都
争相扩大客户经理的队伍,完善客户经理制。客户经理制实施的对象就是客户经
理,他们是银行发展的重要力量,更是银行客户经理制实施的关键。因此客户经
理的绩效水平成为重要组成部分,如何科学合理的对客户经理进行绩效考核,成
为:前银行业研究的重点。