Customer service manager performance appraisal form
Customer Service Manager's Performance Appraisal Scheme I. Principles, Objectives and Objects of Appraisal Scheme
(a) performance appraisal to follow? Pay for benefits, get more for more work? The principle of.
(2) Encourage the relevant personnel of the corporate banking department to actively increase the interest income from public loans, expand the income from intermediary business, strengthen the marketing of deposits and loans, and strengthen loan management, so as to enhance the competitiveness of our business development.
(3) The corporate account manager refers to the account manager of the corporate banking department.
Second, the wage structure
(A) the company account manager salary composition
(1) Total salary = fixed salary+performance salary (floating part+performance part);
(2) Performance pay consists of four parts: floating salary, customer maintenance fee, marketing reward and non-performing loan collection reward according to the proportion of the completion of comprehensive task indicators: performance pay = floating salary+customer maintenance fee+marketing reward+non-performing loan collection reward * comprehensive task completion score;
(2) Description of performance pay
(1) floating salary. Floating salary is the basic job and performance of account managers.
The basic income of job responsibilities varies according to the post coefficient;
(2) Customer maintenance costs. Customer maintenance fee refers to the remuneration obtained by the individual account manager for maintaining the benefits generated by the stock of personal normal loans during the assessment period;
(3) Marketing reward. Marketing reward is the reward that the account manager gets according to the new performance contribution during the assessment period. The assessment items include marketing incentives for business loans, farmers' loans, bank card business, UnionPay POS business and collection and payment services;
(4) Reward for collection of non-performing loans. Non-performing loan reward refers to the reward income obtained by the account manager from the collection of non-performing loans in accordance with the Interim Measures for the Collection and Disposal of Non-performing Assets by XX Rural Credit Cooperative Union.
Third, performance pay assessment calculation. Performance pay is assessed in two parts, including floating pay assessment and performance pay assessment.
(A) floating wage assessment calculation
The floating salary assessment of the account manager shall be calculated and paid according to the percentage of the completion of the comprehensive task indicators in the jurisdiction. Floating salary assessment amount = floating salary? Percentage of tasks completed, if the percentage exceeds 100%, it will be counted as 100%, and people will be assessed quarterly.
(B) Performance pay calculation
1, maintain the assessment of normal loan households.
Definition of normal loan: refers to that the loan is not overdue and the interest owed is not more than three months. The normal loan is based on the time point above the month, and the number of households is assessed by comparing the increase or decrease of the base. The quarterly maintenance fee for each household in the base part is 30 yuan. Among them: the number of normal loan households exceeds the base number at the end of the quarter, and the maintenance cost in the current quarter is based on the 90 yuan of each household;
2, loan interest income assessment
Loan interest income reward = interest income in the current month? 0.2%
3. Calculation of marketing reward
The marketing award is based on the actual contribution of the account manager to expand the loan, bank card business, UnionPay POS acquiring business and collection and payment business during the assessment period, and the award is calculated according to a certain proportion:
(1) Personal marketing loan. According to 1.5 of the actual loan marketing amount? Calculate marketing rewards; Borrowing the new and returning the old, the loan restructuring will not be awarded, and the loans that are marketed by expanding the scale of the existing customers will be awarded at a discount of half.
Award criteria for customer types:
1 belongs to? Self-developed customers? , according to 100% included in the personal performance of the account manager;
2 belongs to? Joint customers? , under the auspices of the association or credit union, the proportion of account managers shall be negotiated by themselves;
3 belongs to? Linked customers? Under the auspices of the association or the credit union, the prize-winning proportion shall be 10%-30% of the prize-winning amount;
4 belongs to? Take-over customers? , by the union or credit cooperatives designated personnel maintenance, prize proportion according to the prize amount 10%-30% prize.
(2) The average daily balance of deposits increased by 2? Counting prizes;
(3) Bank card marketing rewards 5 yuan/card, requiring the balance in the card to be more than 100 yuan;
(4) UnionPay POS business: one-time reward for 200 yuan;
The salary for performance appraisal shall be subject to the maximum limit control. Except for the bank card and POS machine marketing award in the above items, the account manager of the company (the monthly performance salary is not capped).
4, the limitation of action management
First, for the overdue loans formed before1Feb. 3 1 2006 (inclusive), the current loan officers will be rewarded according to the following standards:
(1) to save 5 thousand yuan (excluding) the following, each household reward 20 yuan;
(2) to save 5 thousand yuan to 20 thousand yuan (excluding), each household reward 50 yuan;
③ If 20,000 yuan to 50,000 yuan (excluding) is recovered, each household will be rewarded with 100 yuan;
④ If 50,000 yuan to 200,000 yuan (excluding) is recovered, each household will be rewarded 150 yuan;
The recovery of 200 thousand yuan to 500 thousand yuan (excluding), each household reward 300 yuan; ⑥ If more than 500,000 yuan is recovered, it will be rewarded by the association team. Second, the corporate banking department should make greater efforts to recover the overdue loans formed from 2007 1 month 1 day. For those who have changed managers, the newly-taken managers will be rewarded according to the standard of overdue before 2006, but the same amount will be fined to the original overdue managers, and the parties will be held responsible according to the loss situation until the end of the next year.
Account manager's paid performance salary per quarter = total amount of floating salary assessment and performance salary assessment * percentage of comprehensive task indicators completed.
Four, comprehensive task index assessment and distribution
The comprehensive task indicators of the account manager are assessed quantitatively according to the proportion of loan interest collection task 40%, deposit task 20% (the deposit task indicator of the account manager of the corporate banking department is linked to the business department of the associated press), non-performing loan (five-level classification) balance reduction task 10%, various intermediate business indicators 20% and work quality 10%. Comprehensive task assessment indicators are issued quarterly, and quarterly performance pay is calculated according to the proportion of tasks completed quarterly.
other
(1) The personal task of the account manager of the company is assigned by the banking department of the company;
(two) the fixed part of the salary is issued by the Associated Press on a monthly basis according to the relevant provisions of salary management.
Customer Service Manager Performance Appraisal System 1.0 Purpose
Standardize the performance evaluation of investment promotion of employees in customer service department to ensure fair, just and open evaluation of employees' morality, diligence, ability and performance.
2.0 Scope of application
It is applicable to the performance appraisal of employees in customer service department.
3.0 responsibilities
3. 1 The general manager is responsible for the implementation of this procedure.
3.2 The account manager/supervisor is responsible for the specific implementation of this procedure.
4.0 work procedures
4. 1 The manager is responsible for the monthly performance appraisal of employees in the customer service department, and the manager is responsible for the year-end performance appraisal of employees.
4.2 The standards for employee performance appraisal shall be reasonably formulated by the account manager according to the actual situation (please refer to the attached page for details).
4.3 types of employee performance appraisal
4.3. 1 Employee performance appraisal can be divided into monthly appraisal and year-end appraisal according to the appraisal time.
4.3.2 Employee performance appraisal can be divided into theoretical knowledge appraisal and operation skill appraisal according to the appraisal content.
4.3.3 Employee performance appraisal can be divided into operation level employee appraisal and management level employee appraisal according to the appraisal object.
4.4 Customer Service Department staff's job evaluation criteria
4.4. 1 We must strictly abide by laws and regulations and the company system, and earnestly perform our duties.
4.4.2 We must warmly receive customers and establish a good service image in accordance with the provisions of the Staff Service Standard.
4.4.3 Work in strict accordance with relevant work procedures, and no illegal operation is allowed.
4.4.4 Take an active part in all kinds of trainings organized by the company and departments. The induction training and induction training can only be formally appointed and employed after passing the examination.
4.4.5 The customer service manager must conduct a reasonable and fair assessment of employees in strict accordance with the assessment criteria.
4.2 Scoring structure of employee performance appraisal
4.5. 1 The main contents of employee performance appraisal are: morality, diligence, ability and performance.
"Virtue" includes: ideology and morality, service attitude, discipline style and interpersonal relationship.
"Diligence" includes: work attendance, participation, initiative and coordination.
"Ability" includes: business ability, organizational ability, management ability and innovation ability.
"Achievements" include: work efficiency, training effect, work effect and other achievements.
4.5.2 Weekly inspection and monthly inspection in daily work are carried out according to the percentage system. Please refer to the Employee Performance Appraisal Standard for the requirements of various inspections and evaluations.
4.5.3 Composition of content score of employee performance appraisal: the employee's appraisal in "virtue" is divided into 20 points, in "diligence" is divided into 20 points, in "ability" is divided into 30 points, and in "performance" is divided into 30 points. (Please refer to the attached page for detailed evaluation scores.)
4.6 The composition of the weekly, monthly, sampling and year-end evaluation scores of the performance evaluation of employees by the account manager is as follows:
A The evaluation results of weekly and monthly inspections account for 20% of the total score of employees' year-end evaluation after weighted average;
After weighted average, the assessment results of month B account for 30% of the total score of employees' year-end assessment;
C employees' year-end appraisal results account for 50%.
4.7 The account manager will deduct points for employee's performance appraisal according to the relevant inspection standards and appraisal standards, and fill in the Record of Employee's Monthly Performance Appraisal and Statistical Table of Employee's Monthly/Annual Performance Appraisal.
4.7 The "Other" column in the inspection standard and evaluation standard is set for the company and the relevant operating procedures of the department.
4.8 During inspection and evaluation, if there are rewards that should be rewarded above those listed in the Standard Work Procedures for Administrative Rewards and Punishment, you should add 1~ 10 to the total evaluation score of employees according to the circumstances. If the total evaluation score exceeds 100 at ordinary times, it can be weighted and averaged at the end of the year. If the results of the year-end evaluation are weighted,
4.9 During inspection and evaluation, if an employee's behavior has caused adverse consequences and has violated the situation that must be punished as listed in the Standard Work Procedures for Administrative Rewards and Punishment, in addition to deducting the corresponding score in the corresponding column of the inspection and evaluation form, the employee shall be given additional punishment according to the Standard Work Procedures for Administrative Rewards and Punishment.
4. 10 the right to interpret this procedure lies with the quality department of the company.