在国内改革开放不断推进，金融改革逐步深化的现实情况下，国家对“三农”问 题重视度日渐提高，各大商业银行逐渐把业务从城市延伸到农村，农村金融市场面临 着激烈的竞争，尤其是互联网金融的快速发展，使由农村信用合作社改制而来的农村 商业银行受到前所未有的冲击。如何在竞争中保持自身在区域金融市场上的优势、持 续健康的发展，是农村商业银行需要面对的一项难题。在发展中，农村商业银行首先 应该把人才作为核心竞争力进行培养和培训，而如何做好客户经理这一最直接联系客 户的人力资源，通过培训提升客户经理的综合素质，尤为重要。 本文首先阐述了研究的背景、意义、思路和方法，梳理了员工培训、培训体系、 胜任力等概念，罗列了胜任力模型及其构建方法。其次，在理论研究的基础上，调查 和分析S农商行客户经理岗位培训现状，发现S农商行培训需求的分析不科学、培训 计划不具长期性、培训的形式单一、培训效果评估方式简单等问题。对于以上问题， 分析产生的原因主要有主观和客观两个方面：主观方面是培训观念落后和培训管理队 伍素质建设落后，客观方面是局限于自身结构和业务范围以及没有形成优秀的企业文 化。再次，运用文献研究法、事件访谈法和问卷调查法，构建出了四个层面十八项胜 任力因素的S农商行客户经理胜任力模型。其中个人层面包括：自信心、耐心、责任 感、适应力和人际交往能力；成就动机层面包括学习能力、成就导向、工作主动性、 敬业精神和抗压能力；岗位特质层面包括风险控制能力、市场分析能力、地方资源 整合能力和团队合作；知识业务能力层面包括：多元化知识、沟通能力、客户服务意 识和解决问题能力。然后，对客户经理的胜任力因素进行分类分级，分为初级、中级、 高级，赋予相应的要求，对客户经理的胜任力也进行分级，以符合不同级别员工的要 求，使培训更合理有效。最后，把胜任力模型运用到培训，力求为提升该银行客户经 理综合业务能力提供参考和依据。 关键词：培训；客户经理；胜任力 基于胜任力模型的S农商行客户经理培训优化研究 I ABSTRACT AtthepresentstageofthedeepeningofChina'sreformandopeningupandthe deepeningoffinancialreform,thestateattachesmoreandmoreimportancetotheissueof agriculture,countrysideandfarmers".Themajorcommercialbanksgraduallyextendtheir businessfromthecitytothecountryside.Theruralfinancialmarketisfacedwiththefierce competition,especiallytherapiddevelopmentoftheinternetfinance,sothattherural commercialbanks,whichhavebeentransformedbytheruralcreditcooperatives,are subjecttoanunprecedentedimpact.Howtokeeptheadvantageofitsownintheregional financialmarketinthecompetition,thesustainableandhealthydevelopment,isabig problemthattheruralcommercialbankneedstoface.Inthecompetition,therural commercialbankshouldfirstdevelopandtrainthetalentsasthecorecompetency,and howtomakethemostdirectcontactwiththecustomer'shumanresourcesbytheaccount manager,andtoimprovethecomprehensivequalityoftheaccountmanagerthrough training. Thispaperfirstexpoundsthebackground,significance,ideasandmethodsofthe research,sortsouttheconceptsofemployeetraining,trainingsystemandcompetency,and liststhecompetencymodelanditsconstructionmethods.Thenonthebasisoftheoretical research,thispaperinvestigatesandanalyzesthepresentsituationofSRuralCommercial Bankaccountmanagertraining,andfindsthattheanalysisofSBanktrainingdemandis notscientific,thetrainingplanislackoflong-termsystematisms,thetrainingformis single,andthetrainingeffectevaluationisabsentforalongtime.Inviewoftheabove problems,thereasonsfortheproblemsaremainlydividedintosubjectiveandobjective aspects:thesubjectiveaspectisthebackwardconceptoftrainingandthebackwardquality constructionoftrainingmanagementteam;theobjectiveaspectislimitedtoitsown structureandbusinessscopeandthelackofexcellentcorporateculture.Andthenusingthe methodsofliteratureresearch,BehaviorEventInterview，buildingupthe18competency factorsat4levelsforSbankaccountmanager.Thepersonallevelincludesconfidence, patience,responsibility,resilienceandinterpersonalskills.Achievementmotivation includeslearningability,achievementorientation,workinitiative,dedicationandstress tolerance.Thejobcharacteristicsincluderiskcontrolability,marketanalysisability,local resourceintegrationabilityandteamwork.Knowledgebusinesscompetencyincludes: diversifiedknowledge,communicationability,customerserviceawarenessand problem-solvingability.Accordingtothemodel,thecompetencyfactorsofaccount managersareclassifiedandclassifiedintoelementary,intermediateandadvanced,and correspondingrequirementsaregiven.Thecompetencyofaccountmanagersisalsograded tomeettherequirementsofemployeesatdifferentlevels,soastomakethetrainingmore reasonableandeffective.Attheendofthepaper,thepapersummarizestheresearch,points ABSTRACT II outtheshortcomings,andputsforwardtheprospectofthefutureresearch. KEYWORDS:Train;Accountmanager;Competency 基于胜任力模型的S农商行客户经理培训优化研究 1 目录 第一章绪论............................................................................................1 第一节研究背景...............................................................................................1 第二节研究意义...............................................................................................1 第三节国内外文献综述...................................................................................2 一、国外文献综述........................................................................................2 二、国内文献综述........................................................................................3 第四节研究内容和方法...................................................................................5 一、研究内容................................................................................................5 二、研究方法................................................................................................5 第五节研究思路与框架...................................................................................5 第二章员工培训和胜任力的相关理论...............................................7 第一节培训的相关理论基础...........................................................................7 一、员工培训的内容....................................................................................7 二、员工培训的理论体系............................................................................7 第二节胜任力的相关理论...............................................................................9 一、胜任力的概念........................................................................................9 二、胜任力模型..........................................................................................10 第三节人岗匹配相关研究.............................................................................11 第三章S农商行客户经理培训现状..................................................13 第一节S农商行概况......................................................................................13 一、S农商行组织及业务情况...................................................................13 二、S农商行客户经理队伍及特殊性分析...............................................13 第二节S农商行客户经理培训现状..............................................................16 一、培训现状概述......................................................................................16 二、岗前培训..............................................................................................16 三、岗位能力培训......................................................................................17 四、其他培训..............................................................................................17 第三节S农商行客户经理培训存在的问题和原因分析..............................17 一、S农商行客户经理培训存在的问题...................................................17 目录 2 二、问题产生的原因....................................................................................22 第四章s农商行客户经理胜任力模型构建......................................24 第一节构建总体构思.....................................................................................24 一、构建思路..............................................................................................24 二、构建框架..............................................................................................24 第二节胜任力模型构建过程........................