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2007年,中国第一家私人银行业务部诞生,开启了国内私人银行业务的先 河。十余年间,我国私人银行业务快速发展,已成为各家中资银行战略转型的 重要突破口,也将成为新的业务利润增长点。 A银行河南省分行于2009年开展私人银行业务,目前已具备一定的规模, 截止2019年9月,A银行河南省分行达标私人银行客户近两千户,管理资产总 额达两百亿元,达标客户增长率以及管理资产规模增长率连续三年超10%,业务 发展势头良好。随着财富管理市场竞争不断加剧,如何能在竞争中取胜是A银 行河南省分行私人银行发展面临的重要问题。 基于以上原因,选取A银行河南省分行私人银行业务为研究对象,进行案 例研究。首先介绍了A银行河南省分行私人银行业务的发展现状,然后分析了 其存在于客户关系管理、产品和服务管理以及支持保障管理三方面的问题及原 因,接下来对A银行河南省分行私人银行的外部宏观环境和内部环境进行系统 性分析,最后,在此基础上提出其私人银行业务进一步发展的策略:第一,建 立长期服务客户的目标,坚持以客户为中心,通过对客户群更加精细地划分, 深入挖掘需求,以求提供更个性化的服务;第二,着眼于全面提升综合服务能 力,培育建设专业团队,严格按照规范严谨的咨询服务流程,为客户提供定制 化资产配置方案;第三,依托不断完善的支持保障功能,实现人力资源、集团 平台资源、板块业务资源的整合;第四,积极运用金融科技,为私人银行发展 助力实现业务腾飞。 关键词:私人银行业务;高净值人群;财富管理; 2 Abstract In 2007, China's first private banking business was created, which started the country's first private banking business. Over the past decade, the rapid development of China's private banking business has become an important breakthrough in the strategic transformation of Chinese Banks, and will also become a new business profit growth point. Henan Branch of A Bank started its private banking business in 2009, it has now acquired a certain scale. By September 2019, Henan Branch of A Bank had nearly 2,000 qualified private bank customers, with A total assets under management of 20 billion. The growth rate of qualified customers and the growth rate of assets under management exceeded 10% for three consecutive years, showing a good momentum of business development. With the increasingly intensified competition in the wealth management market, how to win in the competition is an important issue for the development of private banking in Henan Branch of A Bank. Based on the above reasons, private banking in Henan Branch of A Bank was selected as the research object to conduct a case study. Firstly introduces development present situation of private banking in Henan Branch of A Bank, and then analyses the exist in customer relationship management, product and service management and infrastructure management three aspects of the problem, then analysis private banking in Henan Branch of A Banks external macro environment and internal resources, finally, on the basis of this puts forward the further development of the private banking business strategy: to establish the long-term goal is to serve the customers, adhere to the customer as the center, through to the target customers more finely divided, dig demand, in order to provide more personalized service; With an eye to comprehensively improving the comprehensive service capability, we will cultivate and build a professional team and provide customized asset allocation plans for customers in strict accordance with the standardized and rigorous consulting service process. Relying on the continuous improvement of support and guarantee functions, 3 the company has realized the integration of human resources, group platform resources and business resources in the sector, and actively applied financial technology to help the development of private bank achieve business take-off. Key words: Private Banking Business; High Net Worth Population; Wealth Management; 4 目录 第一章 绪论 .............................................................................................................. 1 第一节 研究背景与意义 ...................................................................................... 1 一 研究背景 ................................................................................................... 1 二 研究意义 ................................................................................................... 4 第二节 研究思路与内容 ...................................................................................... 4 一 研究思路 ................................................................................................... 4 二 研究内容 ................................................................................................... 5 三 研究路径 ................................................................................................... 5 第三节 研究方法 .................................................................................................. 7 第二章 A银行河南省分行私人银行业务的发展现状 .............................. 8 第一节 A银行河南省分行简介 .......................................................................... 8 第二节 A银行河南省分行私人银行业务简介 ................................................ 10 一 发展规模 ................................................................................................. 10 二 组织架构 ................................................................................................. 12 三 产品和服务 .............................................................................................. 13 第三章 A银行河南省分行私人银行业务发展中存在的问题及原因 16 第一节 A银行河南省分行私人银行业务发展中存在的问题及其原因剖析 16 一 客户关系管理方面存在的问题及原因 ....................................................... 16 二 产品和服务方面存在的问题及原因 ........................................................... 18 三 支持保障方面存在的问题及原因 .............................................................. 21 第二节 A银行河南省分行私人银行业务发展中存在问题及成因的系统分析 .................................................................................................................................... 24 一 使用PEST进行分析 ................................................................................ 24 二 使用SWOT进行分析 ............................................................................... 30 第四章 A银行河南省分行私人银行业务进一步发展的对策建议 ..... 37 第一节 建立长期服务客户的目标 .................................................................... 37 5 一 建立以客户为导向的服务模式 .................................................................. 37 二 进行更细致的客户细分 ............................................................................ 38 三 深挖需求,提供差异化服务 ..................................................................... 39 第二节 全面提升综合服务能力 ........................................................................ 40 一 做好专业人才的寻找、培育和保留 ........................................................... 40 二 规范咨询服务流程,防范风险 .................................................................. 41 三 提供定制化资产配置方案 ......................................................................... 43 四 建立完善的私行服务体系 ......................................................................... 43 第三节 大力加强支持保障功能 ........................................................................ 44 一 建立专门的产品研发部门 ......................................................................... 44 二 完善绩效考核体系 ................................................................................... 45 三 对盈利模式进行改革 ................................................................................ 45 四 内部协同资源聚合 ................................................................................... 46 第四节 积极运用金融科技 ................................................................................ 46 一 运用金融科技为私人银行业务赋能 ........................................................... 46 二 对资产和产品实时监控和预警 .................................................................. 46 三 积极把握消