Summary is a kind of written material that summarizes and summarizes the performance of study, work and life in a period of time. It can help us sum up our previous thoughts and carry forward our achievements. Let's write a summary for ourselves. The following is a summary of my personal work in the bank. Welcome to reading.

1 20__ year has become the past, and the lost time has become history. Only today belongs to us, and only today can we grasp it! We should learn to be grateful and happy in prosperity, mature and strong in adversity! Learn to create brilliance with passion and make our life more exciting. Failure is not the mother of success, but the summary after failure is the mother of success. I would like to summarize my work in the past year to all leaders and colleagues as follows. Please criticize and correct the shortcomings.

Ideologically

I strive to strengthen service awareness and stabilize customers with high-quality and efficient services. As a front desk teller, the window is extremely important, and the quality of front desk service is directly related to the impression of the whole bank among customers. In the daily business process, I pay attention to the cultivation of service consciousness, integrate humanized service and family service into every bit of service work, practice the concept of "customer-centered" of our bank in a solid and effective way, think what customers think, be anxious about their needs, help their needs, provide multi-faceted and value-added services, and ensure the stability of customers through efficient and high-level services.

at work

I always set up the concept of customer first, regard the customer's affairs as my own business, learn to put myself in the other's shoes, worry about the customer's urgency and think about what the customer thinks. Because I understand that as a counter worker, everything I say and do represents the image of branches and LaSalle. In today's highly competitive financial industry, the image of a bank is its life. Therefore, I require myself to have a strong sense of professionalism and responsibility in my work, work hard, regardless of gains and losses, stand and serve with a smile and sincere service, so as to win the understanding and respect of customers.

be in business

I have always maintained a serious and rigorous attitude and never relaxed my study. Due to the continuous improvement of our technology and the rapid development of the market, business systems are often upgraded and new businesses are constantly introduced. Therefore, I am constantly learning, constantly improving my business skills, always maintaining a modest and prudent learning spirit, and consulting teachers and leaders in time if I don't understand anything, so as to better serve customers. At the same time, I strictly abide by the national laws and regulations, strictly implement the internal control system of the head office, and carefully study every safety document, and dare not be careless, relaxed or negligent in my thoughts. I understand the rigor of my work, and any slack in my work may lead to great losses for customers and cooperation. Especially now, fraud is pervasive and hard to prevent. In the face of customers' blind remittance and transfer, I carefully checked the inquiry to prevent customers from being cheated.

But I still have some shortcomings in my work:

First, learning is still not enough.

The times are changing, the environment is changing, and the work of banks is changing from time to time. Every time something new appears, every time a new situation happens, we still lack a little sense of urgency and consciousness in learning in the face of such severe challenges. Learning new knowledge, mastering new theoretical basis, professional knowledge and working methods to adapt to the changes in the surrounding environment require me to change with the situation, improve my post-holding ability and cultivate myself into a comprehensive employee. This is my goal.

Second, they are not proficient in certain businesses.

In my future work, I will carry forward my achievements, overcome my shortcomings and work hard in the following aspects:

1. Strengthen my study. I will make unremitting efforts to learn new business knowledge in the bank and apply it to practice to better meet the needs of bank development.

2. Strive to improve work efficiency and quality, and actively cooperate with bank leaders and colleagues to do a better job.

Finally, some achievements have been made in the past year, but there are still many shortcomings. I still have some shortcomings in the handling and operation of some details. I will hone myself in my future work and study, improve myself with the guidance and help of my leaders and colleagues, give full play to my strengths and make up for my shortcomings. In the new year, I will set new goals for myself and meet new challenges with full mental state. Learn from other colleagues, learn from each other's strengths, exchange good work experience with each other and make progress together. There will be more opportunities and competition waiting for me next year. I secretly encourage myself to gain a foothold in the competition, and my eyes should not be confined to the small circle around me. We should focus on the overall situation, the future development of Linjiang, and strive for better work results.

In recent years, retail banking has increasingly become the key business of domestic commercial banks. Several large banks have put forward the strategic goal of becoming the first retail bank in China, the largest retail bank in China and the world-class retail bank.

It can be predicted that the competition in retail business of domestic banks will become more and more fierce in the future. This paper intends to discuss the essence of business innovation and management from the characteristics of retail industry.

Retail business has the characteristics of a wide range of service objects, diverse customer needs and strong business stickiness.

The characteristics, scope, business type and operation mode of retail banking have their own interpretations in different countries and banks. But overall, retail banking has the following characteristics:

A wide range of customers. If the retail business is positioned as a personal financial business, that is, all natural persons are the service objects of banks. Take Singapore Commercial Bank as an example, its retail business is positioned as personal financial business and the business of small and medium-sized companies and enterprises, and its service targets are more extensive. Customer needs are diverse. Retail business serves all walks of life. Customers' economic conditions and preferences are different, and their demand for banking financial services is also different. Therefore, it is necessary to "tailor-made" to provide customers with diversified retail financial products. At present, the retail business of most commercial banks has expanded from traditional deposits, loans and remittances to personal investment, wealth management, securities, insurance and collection and payment. Strong business adhesion. Overseas commercial banks pay attention to cultivating their "lifelong customers". For example, dbs group gives each new student a free passbook with 1 yuan in it, hoping that students will become "lifelong customers" of DBS Bank in the future. Another example is the fierce competition between banks in Hong Kong and Singapore for personal housing mortgage loans. The secret lies not only in the good security and high income of personal housing mortgage loans, but also in the fact that banks are vying for "lifelong customers". For example, if a customer has applied for a personal housing mortgage loan in a bank for 30 years, then within 30 years, the bank will have more marketing opportunities, which can be the host bank for a series of financial services such as deposit, financial consultation, legal service and property insurance, so as to cultivate it as a long-term customer.

The market competition is fierce. The retail industry has a wide range of service objects, a small average amount of a single business, a variety of products, fast updating, strong product homogeneity and easy imitation and replication. Coupled with the popularity of online banking, mobile banking and other services, inter-bank transfer becomes easier and easier, and the liquidity of customers is further enhanced, making it easy to flow from one bank to another, with poor stability. Taking wealth management products as an example, if a bank has a high rate of return, it will immediately attract a group of new customers, which will also lead to intensified competition among banks and reduce profit margins to some extent. The security is relatively high. Retail business has a wide customer base and relatively scattered risks. Personal loan business is generally based on mortgage and pledge, and the safety of funds is relatively guaranteed. Personal medium and long-term loans, such as housing mortgage loans, car loans, credit cards, etc. All of them are repaid in monthly installments, which is convenient for banks to grasp the situation and prevent risks.

Of course, the systemic risk of retail business can not be ignored. For example, in recent years, the credit card crisis in South Korea and the subprime mortgage crisis in the United States caused economic recession, which led to the concentrated exposure of consumer credit and credit card business risks.

At present, the development of domestic retail banking business is facing problems such as weak market base, narrow competition area and insufficient marketing ability.

In recent years, the domestic retail banking market has begun to take shape, but it is still a new primary market. Mainly manifested in the following aspects: weak market base. Customers' understanding of financial management is still limited, and they often blindly pursue high returns and lack mature financial management concepts. The wealth management products that banks can provide are not rich enough, and the professional level and practical experience of individual account managers are limited.

The playing field is cramped. At present, the competition between banks is mainly concentrated in the product field, and product innovations are often copied quickly, such as fund consignment, entrusted wealth management, personal mortgage, personal foreign exchange trading and so on. No matter what kind of products, after one bank launched, other banks followed suit in less than half a year, making it difficult for any bank to gain an advantage or a lasting leading position in product innovation.

Insufficient marketing ability. With the diversification of financial institutions, the integration of business and the perfection of information disclosure, the weak position of customers has fundamentally changed in the game relationship between banks and customers. With the increasing diversification and personalization of customer service demand, the risk of customer marketing failure or customer loss is getting higher and higher.

Under the restriction of the above market environment, the development of retail banking is facing a big bottleneck. Under the situation of intensified market competition and strong customer mobility, the innovation ability of banks is still insufficient.

Banks should proceed from the characteristics of retail business and use more "retail" methods to market, manage and innovate retail business.

At present, most domestic banks have taken retail business as the focus of strategic transformation, and constantly improve management and innovation in specific business development strategies. But on the whole, compared with the international first-class bank brands, the growth rate, competitiveness and brand awareness of domestic bank retail business need to be improved.

The author believes that retail banks should start from the characteristics of retail business, absorb and learn more from the development experience of international first-class retail enterprises (not limited to financial enterprises), and use retail methods to market, manage and innovate retail business.

Deepen the concept of taking customers as the center. In recent years, domestic banks have put forward the development concept of establishing process banking structure and building core competitive advantages. Among them, the primary definition of process bank is: customer-centered, that is, to provide convenient and fast quality services to customers, to build a business management framework, to design business processes and to dynamically optimize them.

However, the author believes that from the customer's point of view, providing "convenient and fast quality service" should not be the ultimate goal of retail banks. At present, many business dealings between banks and customers are transactional, so we should pay attention to transaction efficiency, not just service and sales. What domestic retail banks can learn from the built-in "shops" of Washington Mutual Bank and the children's amusement centers set up by McDonald's and KFC is that the retail financial center should be the place where customers are willing to go, not the place where they have to go. This requires banks not only to attract customers with products, but also to retain customers with good financial service experience, and to shape and enhance the sense of customer experience through senses, emotions, thinking and actions, so as to truly build a unique retail business brand of banks.

Implement product innovation and market segmentation matching strategy. Product innovation should aim at meeting customers' existing needs or stimulating their potential needs. In the early stage of market development, retail products should not only meet customer needs, but also guide and cultivate customers' reasonable needs. Product innovation must be combined with customer segmentation.

For example, why do toothpaste and toothbrush always stay together in the supermarket? There are always gadgets such as chewing gum for customers to buy at the checkout. Where will a new flavor of children's biscuits be promoted? This is a good grasp of market segments by retailers.

Therefore, banks should conduct marketing-oriented customer data collection, establish a data warehouse that can effectively mine customer data, and supplement it with the corresponding marketing analysis system, so that the data can be timely and effectively analyzed after being entered at the front desk. At the same time, we should pay attention to product matching and market segmentation. For example, basic products such as credit cards are difficult to reflect product differentiation. However, the differentiated characteristics of retail banking services can only be reflected by providing combined products for the target population, or adopting corresponding promotion methods, or creating smoother channels. At present, domestic banks still have a lot to improve in cross-selling of retail products. For example, investigate different customer groups to understand their interest in retail product mix, then design product mix by subdividing customer groups, and conduct regular training on cross-selling product release and marketing skills.

Effectively promote product innovation. There is a potential conflict between innovation and management: in the process of innovation, subjectivity, uniqueness, autonomy and dialogue are emphasized, but in reality, managers are often accustomed to regard "people" as a tool and means to achieve their goals, which requires banks to further emphasize the people-oriented atmosphere in corporate culture and cultivate employees' strong role consciousness and professional ethics; Cultivate the sportsmanship of strictly abiding by rules, fair competition, active participation and respect for opponents; Cultivate a just, humble and altruistic team spirit.

I personally suggest that domestic banks, especially large banks, can try to establish a new product business platform and an open collaborative innovation team within the system. For example, a new product creative development park can be established in the internal website of a provincial branch, and each approved idea can be openly recruited by the development team in the bank. Employees can choose to participate in product innovation projects according to their own business specialties and interests, instead of simply assigning tasks to branches and departments. On this basis, each project team applies for development funds through public evaluation, and branches give certain resource support to maximize the innovative role of human capital elements.

Promote customer-centric process reengineering. Philip kotler, the father of modern marketing, defined omni-directional marketing as "information energy such as the arrangement of entrepreneurs' resources, the management of supply chain and the management of customer relationship, in exchange for greater success in the market." Therefore, customer-centered is the key to the success of enterprises, and the focus of enterprise marketing must be on customers. This is especially true for the business development of retail banks. It is the only way for domestic banks to rebuild various business processes according to the contribution of customer value.

Boston Consulting Group's suggestions for business process reengineering of large international retail banks are:

First of all, the similar process steps in the "end-to-end" process of each product are combined, with the emphasis on the process combination according to the business scope and nature.

Second, for the combined process steps, evaluate their * * * same-sex schemes.

Third, regulate same-sex business.

Fourthly, the process steps are combined into process modules.

Fifth, evaluate the strategic operational relevance between modules.

Sixth, deeply understand the restrictions of information system, law and supervision on banks. Seventh, design specific information system tools for each process.

Drawing lessons from its experience and combining with the domestic reality, the author thinks that domestic banks can start from the customer demand and carry out retail business process reengineering from the following aspects: (1) establishing an organizational structure based on customer demand and market segmentation; Set up an expert team to provide professional support for the sales team; Establish a special customer management team; Establish a brand promotion department; Establish a comprehensive reward system across product lines.

Summary of personal work of banks Part III (1): Increase investment in science and technology, speed up network construction and improve the application level of science and technology. First, do a good job in direct connection between savings outlets and provincial banks, and give full play to the advantages of outlets and networks. By the end of June, * * * had 72 outlets directly affiliated to provincial large enterprises, accounting for 89% of the total number of outlets. The network structure of the whole jurisdiction was basically formed, and the network advantages gradually emerged. Second, create conditions for the support of higher-level banks. In March, the province-wide deposit and withdrawal business of demand savings deposits was opened. The third is to expand the network function and develop the operation platform of the collection and payment service, so as to provide scientific and technological guarantee for the development of the collection and payment service, among which the mobile phone bill collection service of China Unicom has entered the substantive operation stage. Fourth, on the basis of joining the national automatic authorization network, Jinsui Credit Card actively applied for Jinsui Debit Card business.

(2) Strengthen internal management and fully implement strict management of enterprises. Management is the life of the financial industry. Strict management can prevent and resolve financial risks, and strict management can really produce benefits. The first is to carry out self-examination and self-correction of business management. Conscientiously implement the spirit of Vice Premier Wen's speech on "implementing the" three stresses "education and rectification measures and strengthening the internal management of the financial industry", strengthen internal management, strictly govern the industry, and comprehensively carry out self-examination and self-correction of business management from the first quarter. On the basis of supervising and implementing the self-examination and self-correction of business management carried out by all branches (departments), the backbone of the business is transferred to form an inspection team to conduct inspection and spot checks on the self-examination of all branches. Rectify the problems found in self-run economic entities, financial revenue and expenditure and financial accounting, credit management and credit card overdraft one by one, implement rectification measures in time for the problems that can be rectified now, further check the situation for some historical reasons that are difficult to rectify at the moment, straighten out the relationship, ask for instructions in time and wait for treatment. The second is to strengthen law enforcement supervision and safety work. Integrity education and safety target management responsibility system have been implemented. The Security Department and the Discipline Inspection and Supervision Department have formed inspection teams for many times to strengthen the safety inspection and law enforcement supervision and inspection of business units, give timely feedback to the inspected units, and put forward suggestions on law enforcement supervision for existing problems, so as to nip in the bud. In the first half of the year, the whole bank achieved safe operation without accidents. The third is to implement and improve the interbank system. This year, on the basis of summing up the experience of contacting banks last year, combined with the actual situation of branches (departments), the contents of contacting bank leaders and functional departments were readjusted, focusing on clearing loans and collecting interest, market expansion, self-examination and self-correction, and building grass-roots party branches, and the contact methods of contacting banks were specified in detail, which effectively changed the style of leaders and organs and really served the grass-roots units. The fourth is to reform and improve the operating mechanism. According to the reform spirit of the superior bank, adjust the functions of the internal organs of the branch, merge the market development department of the branch and the market development department of the branch business department into the market development department of the branch, set up the retail business department, and straighten out and improve the market development mechanism.

(3) Strengthening Party building and spiritual civilization construction. First, according to the arrangement of the superior bank, seriously carry out the "_ _" education "looking back" activity, strictly follow the four-stage method and steps and five basic requirements determined by the head office, do not engage in invention and creation, and do not cut corners to carry out the "_ _" education "looking back" activity in a down-to-earth manner. In the process of "looking back", the Party Committee of the branch reviewed the implementation of the "_ _" education rectification measures last year, and further implemented the rectification measures from four aspects: ideological construction, work style construction, promoting the development of Agricultural Bank of China and strengthening internal control construction. At the same time, focusing on the construction of "image project" and "popular project", we will actively do a good job in the preparation of commercial office buildings and the work of employees raising funds to build houses. After many efforts, the office building of the branch broke ground on March 30, and the construction is being stepped up, and the employee housing problem has been satisfactorily solved. Second, strengthen the construction of spiritual civilization, give full play to the role of employees and young women, organize various cultural and sports activities such as table tennis, basketball and flower arranging competitions, enrich the cultural life of employees, carry out activities to create "Youth Civilization", "Youth Post Expert" and "Women's Meritorious Work", improve the centripetal force and cohesion of all employees, and turn the sense of ownership, enthusiasm and creativity into practical actions to promote the development of Agricultural Bank.

In the first half of the year, although our bank has made some achievements, there are still some problems that need our attention. First, there is a new imbalance in deposit growth, and growth is blocked. Second, although a lot of work has been done to collect loans and interest, non-performing loans are still on the rise, especially the potential credit risks of individual branches should be paid attention to. By the end of June, excluding the divestiture of NPLs, the Bank had increased NPLs by138.97 million yuan. Third, the development of new business and new products needs to be accelerated. Fourth, the internal operating mechanism and management mechanism need to be further reformed and improved.

In view of the existing problems, we should focus on the following aspects in the second half of the year: First, we should continue to do a good job in fund organization, increase business development and further optimize the debt structure. The second is to increase the intensity of clearing loans and collecting interest. It is necessary to carefully analyze the changes of non-performing loans after asset divestiture, find out the reasons, further establish and improve the incentive mechanism for clearing loans and collecting interest, and take effective measures to set off a climax of "clearing loans and collecting interest" in the whole jurisdiction to ensure a qualitative leap in clearing loans and collecting interest. Third, continue to expand the high-quality asset market, start the consumer credit business in an all-round way, and tap new profit growth points. Fourth, further improve the internal mechanism, strengthen the construction of internal control, and ensure safe operation and healthy development. Fifth, we should strengthen party building, especially the grass-roots construction of the party, and give play to the role of the party branch as a fighting fortress in management.

Summary of Personal Work in the Bank During the past 4 1 year, with the care and guidance of the leaders and the help and cooperation of my colleagues, I have done my job in a down-to-earth manner. The summary report on my performance in the past year is as follows:

First, study hard and improve your own quality in an all-round way.

Over the past year, I have been able to actively strengthen ideological and political study, further establish a correct world outlook, outlook on life, values and the idea of serving the people through study, and enhance my sense of mission, responsibility and service.

At work, I actively learn from leaders, colleagues, books and practice. At the same time, I use my spare time to increase my knowledge, actively participate in various accounting training and learning, and participate in various business knowledge training and business skill assessment organized by our bank. Through open-minded consultation, hard study and repeated practice, I am familiar with and master various business operation processes and skills, and constantly improve my own quality and work efficiency to adapt to new work requirements.

Second, try your best to finish all the work.

On June 5438+0 1 this year, I was transferred from Huanglong Branch to Fu Qian Branch. No matter which branch I work in, as a counter clerk, I deeply realize that my words and deeds represent the overall image of Wenzhou Bank and always remind myself to start with the details. Implement the spirit and requirements of various documents issued by the bank, and retain customers with rigorous, meticulous, pragmatic and efficient quality service and enthusiastic attitude. Every day is full of emotional work, treat every customer warmly and sincerely, think about the urgency of customers and what customers think. I often remind myself that being kind to others means being kind to myself. Even if sometimes my work is not understood, I always explain it with enthusiasm, so that customers will be satisfied. At the same time, according to the job transfer situation, adapt to the new working environment in time, and invest in the new work with the new working state.

"Deposits are the foundation of banks". Because of the wide investment channels, the growth of savings has been hindered to some extent. However, I still actively publicize the various business types of the bank, strive to implement the task of absorbing and storing, and strive to increase the savings balance, and do my bit to complete the bank's absorbing and storing plan and reach a new starting point of the bank's deposit index.

During this year, with the care and help of leaders and colleagues, I made great progress and completed all the work well. In the future work, I will work harder to improve and perfect myself, be self-disciplined, introspective, self-reliant and self-reliant, make my due contribution to the bank and strive for common development with the bank.

Summary of personal work in the bank 5. A busy year's work is over. In the face of the completed work, it is more necessary to analyze and review, to find the direction of their own struggle, and to pay more efforts for their own lives. I take this opportunity to briefly summarize my achievements and shortcomings in my work this year.

First, the working ideas

In the face of work, I always keep a good attitude and try my best to promote my better development. At work, I always keep a good attitude and do my job well. As an employee of the bank, I am familiar with the rules of the bank, strict with myself during working hours, and strive to do my job well. In the process of my work, I always think seriously, that is, I hope my personal efforts can promote my better development, and strive to make me do better in this job, and the work I have completed is also very satisfactory and extremely smooth.

Second, the completion of the service work

Working in a bank is more about serving customers, that is, doing better service for customers with personal service attitude. Personally speaking, my attitude towards work has always been correct. I try my best to do a good job of service for customers, use service language, do a good job of service and maintain a good service attitude, which is to let customers feel a great experience of being served in the bank. But I still made mistakes in the process of such work, which made the customers very dissatisfied. This is also what I need to reflect on and let myself have more changes and concerns.

Third, shortcomings in the work.

In the process of working in a bank, I always make some small mistakes in my usual time because I am not skilled in my business. Although it is small, it has a great impact on customers, especially those who are in a hurry. Coupled with my own misunderstanding of the meaning of customers, it makes my work more difficult and slows down the efficiency of the whole work, which is very bad. Then there is my personal impatience, so I will have a bad mood because of impatience, so I made many mistakes in this respect.

From the overall situation of work, I have successfully completed my work, but there are also very bad situations in the process of my own efforts, so I need to correct my attitude and make more efforts for my development in the new year. I believe I will make more efforts for my future with my personal efforts in the future. To this end, I am also determined to fight for my life. I believe that in the new year, I will do better in my work and I can finish my work well.