重庆理工大学
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日期：2022年 5月 26日
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日期：2022年 5月 26日
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摘要
摘要
近年，受新冠疫情“黑天鹅”的影响，实体经济饱受负面冲击，银行业也未见幸
免，并显著感受到疫情带来的全方位的抨击。不单如此，互联网金融的发展速度是非
常快的，是以往发展不可比拟的，使银行业生态发生变化，严重影响银行业发展。互
联网金融先天的的普惠性和便捷性特征正在悄然改变着客户的行为需求。在国内外经
济金融形势复杂多变、客户行为需求巨变的背景下，商业银行要想抢占金融科技时代
的战略制高点，保持可持续竞争优势，关键在于培养和提升其核心竞争力。然而，人
才队伍在商业银行的的核心竞争力中占有重要地位，是商业银行的最核心竞争力所
在。因此，加强人才队伍建设是商业银行未来发展最核心的竞争力。
对于客户经理来说，他是客户和银行之间沟通的媒介，同时也是银行核心人力要
素。加强客户经理队伍建设对商业银行核心竞争力的发展起着举足轻重的作用。然而，
后疫情时代形势下，当前商业银行客户经理胜任力方面仍有不少问题出现。因此，通
过构建商业银行客户经理的胜任力模型，加强对客户经理队伍的素质建设与探索研
究，具有一定的理论与实践意义。
本文通过文献分析法、行为事件访谈法及问卷调查法，不但清晰的了解到目前A
商业银行客户经理的发展现状，为本文提供了可靠的理论依据，而且从多方面分析A
商业银行客户经理胜任力目前存在的问题。本文重点运用了基于胜任力提升视角的胜
任力模型作为本文的重要理论支撑，提出了A商业银行客户经理胜任力模型构建与应
用研究，该模型包括知识技能、职位特征、工作岗位技能、职业道德和内驱力5个一
级胜任力要素因子和24个二级胜任力要素因子。此外，以A商业银行为例，构建客
户经理胜任力模型，同时在实践中应用，这对于商业银行客户经理招聘、培训、绩效
管理等工作是有积极作用的。
关键词：商业银行，客户经理，胜任力模型，构建与应用
I

Abstract
Abstract
In recent years, the real economy has been negatively affected by the "black
swan" ,COVID-19. What’s more, the banking industry has not been spared, and has felt the
full impact of the epidemic. Apart from that, the development speed of Internet finance is
very fast, which is unparalleled to the previous development, which has changed the
ecology and seriously affected the development of the banking industry.The innate
inclusive and convenient features of Internet finance are quietly changing the behavioral
needs of customers. Against the backdrop of complex and changing domestic and
international economic and financial situations and dramatic changes in customers'
behavioral needs, the key for commercial banks to seize the strategic high ground in the
FinTech era and maintain sustainable competitive advantages lies in cultivating and
enhancing their core competitiveness. However, the talent team occupies an important
position in the core competitiveness of commercial banks and is the most core
competitiveness of commercial banks. Therefore, strengthening the construction of talent
team is the core competitiveness of commercial banks in their future development.
For account managers, who are the bridge of communication between customer and
bank, and also the core human resource of the bank. Strengthening the construction of
account manager team plays a pivotal role in the development of core competitiveness of
commercial banks. However, in the post COVID-19 era situation, there are still many
problems appearing in the current competence of commercial banks' account managers.
Therefore, it is of certain theoretical and practical significance to strengthen the quality
construction and exploration research of the account manager team by constructing the
competency model of commercial bank account managers.
Through the literature analysis method, behavioral event interview method and
questionnaire survey method, this paper not only clearly understands the current
development status of customer manager in commercial bank A, which provides a reliable
theoretical basis for this paper, but also analyzes the current problems in customer manager
competence in commercial bank A from various aspects. This paper focuses on the
competency model based on the perspective of competency enhancement as an important
theoretical support for this paper, and proposes a study on the construction and application
of a competency model for account managers of commercial bank A. The model includes
five primary competency factors of knowledge and skills, job characteristics, job skills,
III
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