In 20xx, the general idea of personal finance business of the whole bank was "customer-centered and market-oriented", and the strategy of "managing customers" was fully implemented. Adhere to the basic strategy of "one center and six basic points", that is, take "managing customers" as the center, "customers, products, channels, services, management quality and implementation of six basic points" as the important fulcrum of "managing customers" strategy, and continue to strengthen "unswervingly grasping three main lines" as the specific starting point. Through the implementation of refined channel management, refined customer management, refined service management, refined operational risk management and refined product sales, the level of refined personal financial management will be comprehensively improved and the management of by going up one flight of stairs will be promoted.

First, 20xx personal financial business management strategy

(1) product strategy: continue to pay close attention to product sales, with the goal of making products all stronger and further strengthening the sales ability of weak products on the basis of consolidating the dominant position of traditional strong products; Optimize the product sales structure, pay attention to the mining of existing outlets' production capacity, focus on improving the production capacity of outlets under the point-to-point moving average, and strive to narrow the gap with peers in scale through the overall improvement of the production capacity of existing outlets; With cross-marketing and linkage marketing as the starting point, we will improve customers' awareness and dependence on products, stabilize and expand the customer base through cross-coverage of products and improvement of services, and enhance the contribution and loyalty of a single customer to CCB.

(2) Customer strategy: fully rely on the wealth management center, deepen the transformation of the second generation, and unswervingly implement the strategy of "managing customers" around "one center and six basic points"; In 20xx, the focus of customer management should be refinement and solidification. Adhere to the business principle of mutual promotion between customer expansion and product sales, and pay equal attention to expanding scale and optimizing structure. In the competition, we should ensure that there are enough mass customers and enough good customers, strengthen customer marketing and maintenance capabilities, and tap the potential of existing customers. By improving product coverage, we can retain customers, cultivate their upward migration and growth, and promote the mutual matching and comprehensive integration of customer pattern and channel pattern.

(3) Channel strategy: In 20xx, the focus of channel construction should be to solve the problems that need to be solved urgently, such as total channel expansion, coverage improvement, regional structure optimization and function expansion. First, steadily and rapidly expand the number of physical outlets, focusing on the layout of central city lines and "second echelon" and county areas with rapid economic development, forming the main position of competition with the industry; Second, continue to vigorously develop the construction of self-service channels, and strive to make the number of self-service banks and physical outlets reach 3: 1 within three years, extending the service radius; Third, efforts should be made to create a soft channel for account managers and wealth management centers, bring out a new team, open up a new world and create a new position according to the requirements of full-time, professionalism and dedication, and form a brand-new channel pattern in which physical outlets, self-service equipment, wealth management centers and account managers cooperate, echo and complement each other.

(IV) Regional strategy: We will continue to promote the three regional development strategies of central city, key development areas and expansion areas, and strive to create the "second * * *". The business objectives of the "three echelons" in 20xx are as follows: the new personal deposits and intermediary business income of central city banks remain the first in the industry, stick to the main position and make greater contributions; Continue to build the "second * * *" to make it absolutely competitive in the industry, improve its contribution level, aim at the first echelon and achieve a breakthrough; To achieve a rapid rise, the "third echelon" must accelerate its development, catch up with its peers, shorten the gap, follow up with the second echelon as soon as possible, and improve its contribution to the bank's business.

Two. Key points of personal finance business in 20xx years

(a) to strengthen business innovation, do all-round and strong products.

1. Pay close attention to the peak season marketing of personal business in the first quarter, focusing on "personal deposits, physical funds and personal customers", focusing on customer promotion of funds, insurance, debit cards, product coverage and key intervals, self-service equipment operating rate, accounting business replacement rate and outlet replacement rate, and do real peak season marketing.

2. Improve the vertical operation mode of top-down product sales, increase the notification and assessment, and create a good competitive atmosphere.

3. Continue to promote the product "sweeping zero, reaching the standard, leapfrog" and "insurance, fund, gold war", make the whole product, make up for the "short board" and improve the balanced sales ability of outlets.

4. Continue to increase the sales of wealth management products, strengthen the sales of conventional wealth management products, especially the open products such as Profit, Harvest and Changing with each passing day of the Head Office, and further consolidate and enhance the local brand advantages of the "Gan Yuan" series of wealth management products designed and launched by the Bank. Increase the agency sales of trust company's trust plan products, and gradually build a complementary sales model of our wealth management products and trust company products.

5. Further enlarge and strengthen personal gold business, expand brand influence, strengthen the cost control of physical gold business, and improve the management level of physical gold; Strengthen the sales of account funds, link with e-banking channels, and improve the product coverage of account funds; Strengthen the standardized management of account gold trading.

6. Carry out the mobile safe deposit box business pilot, establish a set of safe deposit box business management methods and operational procedures from the aspects of business layout, application and daily management, and steadily promote the development of safe deposit box business.

7. Establish and improve the top-down information transmission chain of fund product sales, and improve the marketing ability of stock funds, main consignment funds and funds; Give full play to the role of individual account managers, improve the system tools, data mining, customer service and precision marketing capabilities of sales staff at all levels, and strive to increase the market share of new and old funds; Strengthen cooperation with fund companies and do a good job in fund qualification examination; Strengthen the linkage with e-banking channels and further standardize monetary fund transactions.

8. Do a good job in the sales of voucher bonds, savings bonds bonds and book-entry bonds, and consolidate and enhance the dominant position of regional peers; Strengthen the risk control of book-entry treasury bonds and establish a daily monitoring mechanism for frequent and large-value transactions through technical means.

9. Improve the sales management ability of agency insurance products, and establish and improve the assessment scheme for network resource allocation of agency life insurance products; Establish a standardized management system for sales support personnel of insurance companies; Strengthen cooperation with insurance companies, strengthen insurance professional knowledge training for frontline sales staff of outlets, do a good job in insurance qualifications examination, and improve their insurance sales ability; Do a good job in customer risk assessment and improve customer service level.

10. Strengthen the issuance of wealth management cards, dragon debit cards and Alipay co-branded cards, expand the market share of debit cards and improve the quality of new cards; Continue to carry out card-to-card conversion, improve the transfer rate of debit cards, strengthen the asset quality management of quasi-credit card business, control the rise of non-performing overdrafts and reduce the non-performing rate; According to the deployment of the Head Office, we will actively expand and promote new products such as debit cards, credit cards, land port links and prepaid cards.

1 1. Strengthen the publicity of personal foreign exchange business, strengthen team building, and intensify systematic arrangement and training; Pilot and gradually promote foreign currency exchange business; Select key areas and key outlets, increase the promotion of personal international express remittance, personal foreign currency remittance, personal settlement and sale of foreign exchange and other foreign exchange products, build a benchmark network of personal foreign exchange business in the whole region, and play its leading role.

12. Steadily launch the telephone payment service, and establish the management system and operation flow of the telephone payment service; Strengthen cooperation with COFCO Cola Company and actively expand the payment business of COFCO.

13. Strengthen product cross-selling, promote personal financial product package service, and improve product coverage.

14. dispatch internal and external media resources, do a good job in marketing and brand promotion of key products, do a good job in customer experience activities, and control promotional materials.

(2) Improve team building and strengthen customer service.

1. Continue to strengthen the team building of individual account managers and improve the coverage and adequacy ratio of full-time individual account managers.

2. Take the wealth management center as the evaluation unit, further strengthen the evaluation management of individual account managers, and promote typical evaluation methods at the level of secondary branches.

3. Quantify the assessment indicators of individual account managers, improve the assessment quantification of key performance such as product sales and new customers, and highlight the role of individual account managers as the main sales channel.

4. Establish and improve a brand-new customer relationship management system based on product sales and consulting customer relationship management.

5. Continue to consolidate the achievements of the second generation transformation in various ways and do a good job in the second generation transformation of 20xx outlets.

6. Grasp the key performance indicators such as customer growth, product coverage, wealth management card matching, stock customer retention rate, VIP customer service duration ratio, customer contact plan coverage, etc., and improve the product sales and service capabilities of account managers.

The second chapter is the working thinking model of bank account managers in 2020.

According to the actual situation of our bank's accounting settlement work in the past year, next year's work will mainly focus on service, quality and quality. Now the working ideas of our xx business department are formulated according to these three aspects.

First, focus on customers and do a good job in settlement services. Customers are the source of our existence. As the sales department and external window, the quality of service directly affects the credibility of our bank.

1. We will continue to implement the "first inquiry responsibility system", "full-time service", "standing service" and "three-tone service" that our bank has always advocated, so as to ensure that every employee can treat every customer patiently and satisfy customers.

2. With the intensification of competition in the financial industry, customers' requirements for banking services are getting higher and higher, which is not only reflected in counter services, but also in our service varieties. In addition to continuing to do a good job in the agency settlement of public utility fees, taxes and fees, financial charges, traffic fines, BSP aviation agency and other businesses, we should also do a good job in the expressway network charging business, open-end fund acquisition business, securities business and other businesses that will be opened next year to improve our competitiveness.

3. Actively strengthen contact with personal business, participate in personal business, be familiar with personal business, and better serve customers. Although I have been working on the integrated business system, I have not been able to achieve real integration for various reasons, which is the lack of work in my sales department.

4. Taking banks as the classroom, a lecture on bank settlement methods will be held next year, which will increase people's financial knowledge, let customers know more about banks and get in touch with them at close range, so as to integrate into our business.

5. Continue to do a good job in telephone banking, self-service banking and online banking, and promote the use of online banking to quality customers.

Two, strengthen the management of internal control system, prevent risks and ensure the quality of work. With the increase of financial crimes in recent years, we have higher requirements for operational norms and system implementation.

1, urge the science and technology department to replace the computer interface of our business department as soon as possible, and then implement the division of powers in strict accordance with the requirements of the integrated business system, with one post and one card, so as to enhance the rigidity of system implementation and improve the binding force.

2. Further strengthen the internal control and external defense of important links and positions, focusing on account management (ensuring the quality of the account opening unit of the Bank) and on-site service.

3. Further strengthen the accounting cashier system, strictly implement and check the accounting cashier system, and standardize the use and custody of accounting seals and blank important vouchers.

4. Focus on payment cipher sales, ensure the security of bank-enterprise settlement funds, and further improve the means for banks to prevent external settlement risks.

5. Standardize the business operation process, strengthen the daily inspection system of the chief accountant, find hidden dangers in time, reduce errors and put an end to settlement accidents.

6. Seriously perform the business guidance and inspection of the branch.

7, do a good job of regular assessment of accounting quality.

Third, people-oriented, improve the overall quality of employees. Staff quality is the foundation of bank development. Under the current situation of frequent personnel turnover, our business department urgently needs a high-quality team.

1, be a good citizen. Banking sounds beautiful, but it is full of competition and risks, so you need to have certain psychological quality and cultural accomplishment when you come to our sales department. In employing people, it is necessary to give full play to the ability and potential of employees and determine suitable positions, thus improving the enthusiasm of employees.

2. Strengthen business training, which is also the most urgent next year. Now the training plan has been submitted to the personnel department, and it is ready to train the basic knowledge such as cashier system, payment and settlement methods, integrated business system accounting system, new accounting subjects and various emerging businesses.

3. In the case of personnel shortage, it is still necessary to strengthen on-the-job training, not only to participate in next year's technical competition, but also to improve the professional level of employees.

4. Be diligent in the ideological work of employees, care for and encourage employees, and enhance their psychological quality.

5. Carry out job rotation in a planned and purposeful way, and train every employee to change from single operation to mixed multi-function.

The third part is the working thinking model of bank account managers in 2020.

The account manager is the window of external service and the external image of the branch. A person's quality directly reflects the service level of our bank. I know that I still have many shortcomings, such as being impatient when encountering difficulties, needing to improve my comprehensive coordination ability, needing to enrich my work experience, not working systematically enough, and having a narrow product knowledge. In the future, I will try to do the following:

First, in-depth study of product knowledge, and constantly improve their overall quality.

We made a detailed study plan, and insisted on learning the latest financial theory and related policies and documents of a specific product every week, which significantly improved our theoretical level and business ability. By updating knowledge and business, we can accurately grasp the difficulties and risks of this business when dealing with customer business, find them in time, make up for them as soon as possible, and get twice the result with half the effort.

Second, strengthen team awareness and establish a collective concept. At the end of the year, everyone in our team was moved. Although the weather outside was very cold, although many customers were not very cooperative, and although there were huge figures that we needed to find ways to complete, when everyone in the team participated and tried their best to achieve the goal, I was very moved by the spirit of not giving up. It was precisely because of this spirit that we persisted in the end and achieved a perfect ending.

Third, strive to improve business level and improve customer service quality.

A scholar said: the real quality service is a conscious behavior from the heart, not a mechanical compliance with rules and regulations. To this end, as a beginner in the company's business, I should spend more time learning product knowledge and business skills, and I can't lower my requirements because of short contact time. I will try my best to complete the construction of my own quality in a good start, and make every effort to further improve the service quality, strive for a service brand and enhance customer satisfaction.

Fourth, increase marketing efforts and do a good job in lending.

First, make full use of our credit advantages, face credit institutions, put loan-to-deposit ratio requirements in the first place, ensure that loan-to-deposit ratio fully meets the standards, and at the same time, our deposit task can reach more than 60%. Second, strive for funds from other banks. In the face of many customers, we keep in touch with enterprises, fully tap the potential, sort out potential customers over and over again, aim at units to find relationships, and attack in all directions.