近年来，随着我国金融市场不断成熟壮大，国内银行业竞争愈演愈烈。商业银 行之间的竞争，归根到底是人才的竞争。其中对公客户经理为银行业绩的重要创造 者，其团队人员的稳定对银行发展至关重要。因此，防范银行客户经理的流失，减 少其流失带来的负面影响，对国有商业银行来说刻不容缓。面对激烈的金融人才争 夺战，商业银行要想占得先机，就必须不断改进和优化人力管理和人才激励机制， 通过优化绩效薪酬体系，改善企业文化环境，拓宽晋升渠道，合理规划核心员工职 业生涯等方式，提高对公客户经理的工作积极性，培养对公客户经理的归属感。 B 银行深圳分行作为一家股份制商业银行，现有的激励机制还有待完善,如薪酬 分配体系不够合理，对员工培训重视度不高，晋升公平性也有待加强，在企业文化 和职业生涯管理方面也有待优化。这些因素导致对公客户经理的离职率较高，影响 银行的稳定发展。因此，本文以 B 银行深圳分行为例，借鉴人力资源相关理论，对 该行人力资源发展现状、历年对公客户经理人才流失情况和内部满意度调查进行了 整理分析。 根据分析结果，结合笔者自身在该行的工作实践，归纳总结该行对公客 户经理流失的主要原因及影响，并针对性的提出了改善措施。 关键词：客户经理，人才流失，激励机制iii TABLE OF CONTENTS ABSTRACT.....................................................................................................................i 摘要............................................................................................................................ii TABLE OF CONTENTS............................................................................................... iii 目录...............................................................................................................................vi LIST OF TABLES........................................................................................................viii 表 目 录....................................................................................................................ix LIST OF FIGURES........................................................................................................xi 图 目 录...................................................................................................................xii 1 Introduction..................................................................................................................1 1.1 Research background and significance ................................................................1 1.1.1 Research background ................................................................................1 1.1.2 Research significance ................................................................................2 1.2 Research methods and outline .............................................................................3 1.2.1 Research methods......................................................................................3 1.2.2 Research outline ........................................................................................3 1.3 Research contents ...............................................................................................3 2 Literature review ..........................................................................................................5 2.1 Literature review.................................................................................................5 2.1.1 Overview of international research ............................................................5 2.1.2 Overview of domestic research..................................................................6 2.2 Theoretical background.....................................................................................12 2.2.1 Brain drain theory ...................................................................................12 2.2.2 Motivation theory....................................................................................13 3 Turnover of the public account manager team in the Shenzhen Branch of Bank B ......15iv 3.1 Overview of the Shenzhen Branch of Bank B ...................................................15 3.2 Analysis of the Current Situation and Incentive Mechanism of Public Account Managers of Bank B Shenzhen Branch ...................................................................16 3.2.1 Overview of public account managers .....................................................16 3.2.2 Responsibilities for public account manager positions .............................17 3.2.3 Sources of public account managers ........................................................18 3.2.4 Turnover of public account managers in the branch .................................19 3.2.5 Consequence of the turnover of public account managers ........................20 3.3Causeanalysisofpublicaccount manager turnover…………………………......22. 3.4 Significance of the employee motivation mechanism ........................................24 3.5 Incentive mechanism to branches of commercial banks:problem and challenge ...................................................................................................................................25 4 Satisfaction survey of public account managers ..........................................................27 4.1 Survey introduction...........................................................................................27 4.1.1 Questionnaire design ...............................................................................27 4.1.2 Questionnaire findings.............................................................................28 4.2 Analysis of Questionnaire Result ......................................................................33 4.2.1 Salary and welfare…………………………………………...……………34 4.2.2 Corporate culture………………………………………………………….37 4.2.3 Staff training………………………………………………………………38 4.2.4 Performance appraisal…………………………………………………….39 4.2.5 Career development……………………………………………………….40 4.2.6 Summary.………………………………………………………………….41 5 Suggestion of incentive policy for B Bank Shenzhen Branch ......................................42 5.1 Strengthen the salary and welfare mechanism ...................................................42 5.2 Promote the integration of staff culture and create an enterprise culture with care44 5.3 Improve the public account manager training system……………………………45 5.4 Establish a scientific performance appraisal mechanism…………………………47 5.5 Improve the career development mechanism…………………………………….48v 6 Research conclusion and future research.....................................................................50 6.1 Conclusion........................................................................................................50 6.2 Future research .................................................................................................51 REFERENCE................................................................................................................53 Appendix 1....................................................................................................................56 Appendix 2....................................................................................................................58vi 目录 ABSTRACT.....................................................................................................................i 摘要............................................................................................................................ii TABLE OF CONTENTS................................................................................................iii 目录...............................................................................................................................vi LIST OF TABLES........................................................................................................viii 表 目 录 ...................................................................................................................