Model essay on annual work plan of bank employees 1
In the past 20x years, there are many memorable events for the bank employees who are at the center of the reform wave, especially the comrades who work in the position of account manager.
In my own words, at the beginning of the year, "this is the first time in my years of work that I have officially embarked on the platform of work." Moreover, unexpectedly, I almost fell behind in the competition, which made me feel pressure from the beginning, that is, from then on, I was more energetic in my heart. I must work hard and live up to my mission. He thinks so and does so. Over the past year, I have closely followed the pace of the leadership of the sub-branch in my work and completed all the work well around the work focus of the sub-branch. With wisdom and sweat, with actions and effects, the spirit of dedication and selfless dedication was demonstrated.
Customer first, deposit as the center. In my work, I always set up the concept of customer first, taking the customer's affairs as my own business, worrying about the customer's urgency and thinking about the customer's thoughts. In terms of working methods, I always achieve "three diligence", diligent in moving my legs, diligent in hands-on and diligent in thinking, so as to win the support of customers for our business.
In the process of serving customers, I am careful and inject brotherhood and friendship into my work, which makes the simple and boring service work colorful and truly embodies the concept of customer first. When a customer receives flowers from him on his birthday, he will be moved by this surprise. If the customer receives his short message when he is upset, he will definitely put his unhappiness behind him for a while and hold a little gratitude; When a customer is unfortunately lying in a hospital bed, he will even see him running around upstairs and downstairs after being busy ... Although everything is normal and simple, there are not many people as meticulous as X. I have been engaged in credit and deposit work in the bank for more than ten years, and my comprehensive ability to work independently is relatively strong. With the need of bank reform, my working ability and comprehensive quality have been greatly improved, and my business level and professional skills have also been updated with the reform of CCB in various stages.
In order to fulfill my mission and complete the tasks assigned by my superiors, as the account manager in charge of several key customers, with the help of branch leaders and department colleagues, I boldly explored ideas, established the concept of customer first, recruited different customers, adopted different working methods, and strived to provide customers with the best financial services. In his own understanding of work, it is "the needs of customers are my work". Open up new ideas, be brave in innovation and work creatively.
With the reform of China's economic system and financial system, the trend of customers choosing banks has been formed, and the competition among banks is becoming increasingly fierce. In terms of business development, you have me and I have you. In order to survive and develop in the competition, how to serve key customers plays a decisive role in our business development.
I think, as an excellent account manager, we should always pay attention to market research and market dynamics. Studying the market is to analyze the marketing environment, study the customers on the premise of grasping the objective environment, understand the operating rules of customers' funds through the research on customers, and strive to track the downstream funds from customers to our bank, so as to realize the "monopoly control" of funds from the source, realize the internal circulation of funds and consolidate our financial strength. This year, in one of his clients, the capital flow is relatively large. In order to circulate his own funds in the body, he started from scratch.
Model essay on annual work plan of bank employees II
As the lobby manager is a newly established post in our bank, my work is stressful and difficult, but we will strengthen our confidence, be proactive, blaze new trails, overcome difficulties, unite and cooperate, work hard, and strive to do all the work better and successfully complete all the tasks assigned by our superiors. The work plan for 2022 is as follows:
First, establish a learning atmosphere and improve service ability.
The communication between the lobby manager and customers requires comprehensive knowledge. In the future work, apart from studying theoretical knowledge and national policies, I will focus on learning credit knowledge, updating existing accounting knowledge, studying deeply, mastering it in my mind and applying it to practical work, so as to lay a solid foundation for being a good lobby manager, so that I can not only be familiar with and master national policies, laws and regulations and banking knowledge and skills, but also better implement it in combination with reality.
Second, establish a service concept and pay attention to detail service.
The lobby manager is the bridge between customers and banks. At present, the varieties of wealth management products in all walks of life are similar, and there are more and more joint-name products. Service orientation and customer orientation have become common sense. The lobby manager is always at the forefront of service, and his every move directly reflects the quality of bank service. The lobby manager has to deal with all kinds of problems every day, so it is very important to keep a good attitude. The customer's impulsiveness and incomprehension should not affect the work mood and subjective judgment, thus affecting the service effect. From the other side's point of view, put yourself in the other side's shoes, ask more questions and explain more, and constantly improve the quality of service. Experience with heart and be kind to customers, which is the foundation of good service.
Third, establish a sense of competition and participate in marketing.
Banks are enterprises, and enterprises must do a good job in marketing management in market competition. Every bank employee is a salesman, and they market in their own way. The lobby manager should play a greater role in the small battlefield of the bank lobby.
(A) customer division, targeted
It is also an introduction to the functions of financial products. If different objects are interpreted, the effect will be very different. As a lobby manager, it is a very important step to divide the target market and locate the target customers. According to different goals, different measures can be taken to achieve better results.
(2) Expand the customer base in combination with new business.
As the lobby manager, I directly face the customers. You can take advantage of face-to-face communication and do a good job in business hall marketing.
(c) Obtaining information and mining key points
"28 principle" is a very important principle in marketing, which means that customers who create x% benefits for enterprises often only account for x% of the total number of customers. In today's increasingly fierce competition in the banking industry, how to tap x% customers and how to do their services well has become one of the priorities of banks. Obtaining valuable information from conversations with customers is also a test for the lobby manager.
Fourth, establish the overall concept and play a good role as a link.
The lobby manager is a window post for banks to provide quality services to customers. He can play an important role in the reputation and operational efficiency of banks. As soon as customers enter the business hall, the most direct communication is the dialogue with the lobby manager. Through this face-to-face approach, the distance between banks and customers is shortened, and customers' trust in banks is also enhanced. An excellent lobby manager must establish an overall concept and always play a good role as a link. Open your eyes and ears, and always pay attention to what is happening in the hall. Answering customers' questions accurately and timely not only meets customers' demand for financial products, but also helps tellers to speed up their business, which further embodies efficient and meticulous service. This kind of service often exceeds customers' expectations.
In short, in the future, I will comprehensively strengthen the cultivation of my comprehensive quality, be more familiar with the business knowledge of banks, and improvise. This is my pressure on myself and a new challenge. As a financial service person, I feel very proud because I have a high-level leader and a good colleague. The harmonious atmosphere and enthusiasm among colleagues are my positive strength. In 2022, I will constantly enrich and improve myself in such a collective, and finally become an excellent and qualified lobby manager.
Model essay on annual work plan of bank employees 3
In order to improve the overall quality of our staff as soon as possible, so that they can adapt to the needs of the sustained and rapid development of branches' business and the fierce market competition environment, our bank has made arrangements for the training of branches in 2022 according to the relevant requirements of staff education and training of the head office and branches, on the basis of extensively soliciting the training needs of various departments and branches, and in combination with the training organization departments and the actual work needs of our bank. At the same time, in order to do a good job in the training organization of the whole bank in 2022, on the basis of summarizing the previous training work, combined with the current professional quality of our employees and several problems to be solved, we put forward several strengthening points and key points of the training work in 2022:
First, some problems that need to be solved at present
1, it is necessary to further strengthen the pertinence and practicality of the training.
At present, the training arrangement is mainly based on the needs of business development. However, there are great differences in professional basic level and business mastery among the business training objects of our bank, so it is difficult to carry out training for different objects separately, which affects the training effect to some extent.
2. It is necessary to strengthen the training of teachers.
At present, our trainers are basically employees with rich practical experience. However, due to their busy work, the improvement of professional theoretical level and teaching experience and skills will be limited by many factors, while some social specialized training institutions are theoretical, operational and targeted, and the teaching price is relatively expensive. Therefore, strengthening the construction of teaching staff is the bottleneck of improving the training level in an all-round way.
3. It is necessary to explore the training approach of "learning time flexibility".
Our business backbone personnel and marketing personnel are busy and under great pressure, and the time to participate in training is very limited. At present, the enjoyment of training materials is low, employees' learning time is inflexible, there are fewer opportunities for making up lessons and self-study, and the motivation for self-study is insufficient, which affects the training effect to some extent.
4. It is necessary to further clarify the professional training planning mechanism.
In the training of new employees (especially college students), banks need to further clarify employees' vocational training plans and feedback mechanisms. That is to say, for every new employee with a career development direction, the bank should clearly stipulate which compulsory training courses and job rotation practices to complete during the probation period (or training period) and which tests to pass to meet the requirements of the post. At the same time, their training departments should be required to regularly feedback the learning practice and compliance of new employees to the branch.
Two, in view of the above problems, training in 2022 should strengthen the following aspects.
1. In strengthening the pertinence and practicability of training: In 2022, the bank will pay more attention to the actual effect of training in promoting business and improving the quality of employees.
On the one hand, on the basis of further understanding the training needs and professional quality of front-line employees, communicate with business organizations before training and advocate "two-way communication" training or "business answering" training; On the other hand, employees should be organized to fill in the "Training Feedback Questionnaire" after the training, so as to know the actual effect of the training and give feedback to the organization department.
2. In terms of professional teacher training: In 2022, the Bank will further improve the appointment and management of trainers in close connection with the Interim Measures for the Employment of Part-time Teachers of Industrial Bank X promulgated by the Head Office, and take this opportunity to do a good job in business teaching, professional evaluation and textbook compilation of various professional courses of the Bank, so as to comprehensively improve the professional level of the training work of the Bank. We may also consider giving some donations to organizations and individuals who have made some contributions to the professional training of the Bank.
In addition, we should actively look for external training institutions suitable for our actual situation and establish close training cooperation relations with them.
3. In strengthening the collection and enjoyment of training materials, actively create "flexible learning time" conditions for employees, and encourage employees to use their spare time to consolidate basic knowledge. For example, we will actively collect and sort out some professional training materials, record and video important training, and establish an "online library" using "X-Net" to collect some basic training materials for all hope.
At the same time, the bank will gradually link the training assessment with the career development of employees, such as promotion and promotion, so as to improve the motivation of employees to learn voluntarily.
4. Regarding the establishment of vocational training planning and feedback mechanism: In 2022, the Bank plans to preliminarily explore the vocational development training planning and feedback mechanism for new employees with relevant business management departments according to the needs of future business development.
In addition, the bank will also strengthen the budget and control mechanism of training expenses to ensure that limited resources can be used in areas urgently needed by business.
Three. Several types of training that need to be focused on in 2022
First, according to the needs of front-line departments, we will increase training in basic business knowledge, basic operating norms and control of business risk points, and at the same time strengthen the training of employees' legal awareness and risk prevention awareness, and actively promote the prevention of employees' moral and operational risks. The second is to carry out in-depth business training for the main line. On the one hand, it is necessary to deepen the front-line staff's understanding of the existing business products, business processes and business knowledge of the three main lines. On the other hand, we should closely combine the promotion of some new business products of the Head Office and give full play to the role of mainline training. Third, cooperate with the accounting management department of the branch to do a good job in training the service etiquette of accounting counter personnel; Fourth, continue to organize marketing personnel, business backbones and management personnel to participate in the third and fourth "Outward Bound Training" to cultivate employees' strong will and enterprising spirit and enhance the cohesion of the team; Fifth, in the training of new employees this year, psychological quality training such as imparting marketing skills, career design and time management, communication and coordination, and service emotional intelligence will be added, so as to improve employees' work skills in an all-round way while imparting business knowledge.
Model essay on annual work plan of bank employees 4
In the past year, I made the following work plan around the job responsibilities of the lobby manager:
1. Responsible for diverting customers, guiding customers to handle business in relevant business areas according to their needs, recommending the use of self-service equipment to handle business, and encouraging customers to use appropriate service channels for a long time; Guide customers to understand and use various electronic tools and electronic service channels.
Second, provide customers with basic consulting services, solve business problems encountered by customers, and actively promote and publicize various new products and special services according to customer needs.
Third, identify high-quality customers, give special attention and priority service according to the principle of hierarchical service, and recommend possible high-quality customers to account managers.
Fourth, abide by the lobby service standards, deal with customers' opinions, criticisms and misunderstandings in a timely, patient and effective manner, ensure the effectiveness, quality and efficiency of on-site service inside and outside the outlets, and improve customer satisfaction.
5. Use the physical space and free time in the lobby to recommend products to customers.
In the above work, I think there are still many shortcomings, mainly in the following aspects:
1. Because I have been working in the position of lobby manager for a long time, I am very skilled in receiving customers, but I tend to be superficial and don't dig deep into the needs of customers, so I don't actively recommend products.
2. Too much time is spent dealing with chores in daily work, which leads to insufficient attention to high-quality customers, insufficient interaction with account managers and financial managers, and few recommendations from potential customers.
3. We don't pay enough attention to the opinions and suggestions put forward by customers. In many cases, we just solve the problem for the sake of solving it, and we don't eliminate the problem from the source, which reduces customer satisfaction.
4. In terms of customer communication and relationship maintenance, the means are simple, the skills need to be improved, and the communication marketing effect is not obvious.
In this year's peak season, in view of the advantages and disadvantages of previous work, we should mainly do the following: do our job well and greet customers with full enthusiasm and professional attitude; Pay attention to teamwork spirit, cooperate with tellers and duty managers to do a good job of counter customer service, and cooperate with wealth management managers to do a good job of recommending high-quality customers; Strengthen their own business knowledge learning and customer relationship handling capabilities, better solve various problems encountered by customers, and firmly bind customers to our bank; Strengthen product recommendation marketing and complete various marketing tasks.
Model essay on annual work plan of bank employees 5
In order to strengthen my work and improve my own shortcomings, I specially wrote down this work plan, hoping to finish it seriously in the next work.
First, strengthen customer management and optimize service processes.
1. Institutionalize customer visits, strengthen communication, and push * * * towards success;
The purpose of establishing the system of visiting customers is to further strengthen communication with customers, bring better service to customers, and show the brand-new image and high-level service level of X department to the society. In order to make the visit work practical and not a mere formality, this work will be included in the service specification as a system next year. When visiting a customer, the visitor should fill in the customer visit log in detail and submit it to the person in charge at the end of each month to verify the handling situation and fill in the comments. During the visit, we should pay attention to face-to-face communication with customers, listen to customers' opinions and suggestions, grasp the new orientation of customers' needs, collect materials and basis for improving services for the next marketing, and obtain first-hand information to enhance the pertinence of marketing and improve the marketing effect.
2. Correctly implement the account manager system and standardize the development and management process of key accounts;
In the process of visiting customers in the past year, I encountered some problems, for example, due to the lack of communication between visitors, the overlap of respondents, the difficult problems of customers, and the handling of opinions and suggestions was not well supervised, and so on. To this end, the visiting supervision system is implemented, that is, the principle of "whoever visits is supervised" is followed. If there are questions that cannot be answered on the spot due to objective reasons, or questions that do not fall within the scope of the department's responsibilities, they should explain the reasons to customers, and record in detail the information of visiting users, the difficulties in using emails and the opinions and suggestions put forward by the other party, and send them to relevant professional bureaus for handling, coordination and supervision, and then inform customers of the handling results afterwards; The person in charge is responsible for collecting and sorting out record forms, reporting the visit results to relevant leaders in the form of reports every quarter, sorting out recent visits, and analyzing and commenting on the treatment results recommended by customers.
3. Implement hierarchical management for major customers and develop a unified version of customer relationship management system;
In order to continuously deepen and optimize the service quality, the key customer center will improve and improve the service quality from all aspects to meet the requirements of key customers. First of all, the account manager responsibility system is implemented, and the hierarchical management system is implemented for large customers, emphasizing the timeliness and timeliness of service, and ensuring the smooth progress of customer service through institutionalization. At the same time, develop a unified version of the customer relationship management system, pay attention to the enterprise and customer dynamics when visiting customers, understand the new trends in the new year, collect information, ensure that the files of major customers are updated from time to time, and obtain first-hand information for the next marketing step, so as to enhance marketing pertinence, improve marketing effect, help improve operating efficiency, reduce operating costs, minimize internal friction, and realize the enjoyment of customer resources.
Second, there is no end to learning, and comprehensively improve the comprehensive quality of account managers.
The account manager is the bridge and link between the enterprise and the customer. Whether the account manager can bring "standardized, personalized and value-added" services to customers directly affects customers' "trust, satisfaction and loyalty" to the enterprise. The key account center will seize the opportunity, create conditions and devote itself to improving the overall quality of account managers.
1, strengthen X business learning and improve business quality:
As an account manager, you must first have a deep understanding of X business. The key customer center will organize business regularly, with the goal of becoming a marketing expert who can understand the company's instructions and negotiate with key customers at any time, listen attentively to the business lectures of various professional bureaus, and constantly communicate with various professional bureaus to continuously improve their business quality.
2. Beautify words and deeds and enhance the image of the account manager;
Account managers should not only have a strong sense of professionalism, high sense of responsibility and noble professional ethics, but also represent the overall image of X enterprise. Work efficiency, service quality and personal quality directly affect customers' cognition of X enterprise. To this end, in the new year, we will systematically improve the business etiquette and communication skills of account managers, further beautify their words and deeds, and enhance their image, which will help win customers' goodwill towards X enterprise, thus contributing to the smooth development of marketing work.
3. Enrich the marketing knowledge system and improve the marketing level;
In order to further improve the marketing level, the key customer center will create conditions to acquire the knowledge and skills of specialized sales process through distance training and excellent marketing books, enrich the marketing knowledge system, enhance the potential of visiting and serving customers, and enhance work confidence and customer service satisfaction.
Through learning, the purpose is to have a comprehensive understanding of X business, have a deeper understanding of marketing and key account management, cultivate account managers' awareness of service marketing, broaden their career and raise their awareness, so that account managers can realize that marketing should not only satisfy customers through high-quality services, but also cultivate customer loyalty through effective customer relationship management, and master the methods and skills to cultivate customer loyalty, laying a solid foundation for future work.
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