银行是我国金融体系的重要组成部分，对于“新常态”下推动我国经济发展 具有重要意义。经济全球化进程不断深化，互联网和移动终端技术创新更迭，外 资银行进入国内市场，互联网金融产品也对传统金融市场形成了巨大冲击，各银 行为了在日趋激烈的竞争中获得有利市场份额，不断力图通过各种变革，以提高 自身核心竞争力。客户经理作为银行与客户之间的联系纽带，是金融市场竞争中 的核心人力资源，具有明显的竞争优势，客户经理潜能的发挥程度与银欧亿·体育（中国）有限公司务开 拓和经营业绩有着密切的关联。因此，如何通过有效的制度改革和管理创新，来 提升客户经理的胜任力情况，发展壮大银行发展的中坚力量，促进银行管理革新， 建设一支高素质的人才队伍已经成为银行高层管理人员亟待解决的现实问题。 甘肃银行一直致力于提升其人力资源管理绩效，推行更为科学的管理制度， 增强其人力资本核心竞争力。基于此，本文对甘肃银行客户经理的胜任力情况进 入深入研究，在梳理胜任力的相关概念和理论的基础上，运用文献研究、问卷调 查、层次分析等方法，构建甘肃银行客户经理胜任力模型，进而对甘肃银行客户 经理的胜任力情况进行测评，并提出提升对策。 根据以上思路，首先，在绪论部分，本文介绍了研究背景、研究意义、研究 思路与内容，以及研究方法；其次，在文献综述与理论基础部分，本文在查阅文 献的基础上，对客户经理胜任力的相关研究进行梳理和总结；第三，对甘肃银行 客户经理结构和工作职责等情况进行了相应的分析，并基于岗位分析提取了胜任 力要素；第四，本文通过访谈和问卷调查的方法，构建了甘肃银行客户经理胜任 力评价模型，并运用层次分析等方法进行了测评；第五，根据测评结果，本文提 出了改善措施；文章最后一部分为整篇文章的结论与展望。 关键词：甘肃银行，客户经理，胜任力模型MBA 学位论文 作者：唐梦璐 甘肃银行客户经理胜任力评价研究 II RESEARCH ON THE COMPETENCY EVALUATION OF GANSU BANK ACCOUNT MANAGER Abstract Banking is an important part of China's financial system, which is of great significance to promote China's economic development under the new normal. With the deepening of economic globalization, the technological innovation of Internet and mobile terminals changing, foreign banks entering the domestic market, Internet financial products also have a tremendous impact on traditional financial markets. In order to gain a favorable market share in the increasingly fierce competition, banks are constantly trying to improve themselves through various changes. Core competence. As a link between banks and customers, customer managers are the core human resources in financial market competition. They have obvious competitive advantages. The potential of customer managers is closely related to bank business development and business performance. Therefore, how to improve the competency of customer managers through effective system reform and management innovation, develop and strengthen the backbone of bank development, promote bank management innovation, and build a high-quality talent team has become a practical problem for Bank senior managers to solve urgently. Gansu Bank has been committed to improving its human resources management performance, promoting a more scientific management system, and enhancing its core competitiveness of human capital. Based on this, this paper makes an in-depth study on the competency of customer managers of Gansu Bank. On the basis of sorting out the relevant concepts and theories of competency, this paper constructs the competency model of customer managers of Gansu Bank by using the methods of literature research, questionnaire survey and analytic hierarchy process, and further studies the competency of customer managers of Gansu Bank. The situation was evaluated and the countermeasures were put forward. According to the above ideas, first of all, in the introduction part, this paper introduces the research background, research significance, research ideas and contents, as well as research methods. Secondly, in the part of literature review and theoretical basis, this paper combs and summarizes the relevant research on customer managerMBA 学位论文 作者：唐梦璐 甘肃银行客户经理胜任力评价研究 III competency on the basis of literature review. Thirdly, the structure and job responsibilities of customer managers of Gansu Bank are analyzed, and the competency factors are extracted based on post analysis. Fourthly, through interviews and questionnaires, this paper constructs a competency evaluation model for customer managers of Gansu Bank, and uses the method of analytic hierarchy process to evaluate it. Fifth, according to the evaluation results, this paper puts forward improvement measures; the last part of the article is the conclusion and outlook of the whole article. Key words: Gansu Bank, account manager, competency modelMBA 学位论文 作者：唐梦璐 甘肃银行客户经理胜任力评价研究 IV 目 录 中文摘要......................................................................................................I Abstract....................................................................................................II 第一章 绪论...............................................................................................1 1.1 研究背景..........................................................................................................1 1.2 研究意义..........................................................................................................1 1.2.1 理论意义.................................................................................................. 1 1.2.2 现实意义.................................................................................................. 2 1.3 研究内容与研究思路......................................................................................2 1.4 研究方法..........................................................................................................4 1.4.1 文献研究法.............................................................................................. 4 1.4.2 德尔菲专家咨询法.................................................................................. 4 1.4.3 问卷调查法.............................................................................................. 4 1.4.4 层次分析法.............................................................................................. 4 1.4.5 模糊综合评价法...................................................................................... 4 第二章 文献综述与理论基础...................................................................5 2.1 国内外研究现状..............................................................................................5 2.1.1 胜任力的起源和发展.............................................................................. 5 2.1.2 胜任力概念的界定.................................................................................. 6 2.1.3 客户经理胜任力的研究.......................................................................... 8 2.1.4 现有研究述评.......................................................................................... 8 2.2 胜任力模型理论..............................................................................................9 第三章 甘肃银行客户经理胜任力特征要素分析.................................12 3.1 甘肃银行概况................................................................................................12 3.2 甘肃银行客户经理结构分析........................................................................12 3.2.1 甘肃银行公司客户经理年龄结构........................................................ 12 3.2.2 甘肃银行客户经理学历结构................................................................ 13MBA 学位论文 作者：唐梦璐 甘肃银行客户经理胜任力评价研究 V 3.2.3 甘肃银行客户经理层次结构................................................................ 13 3.3 甘肃银行客户经理工作职责及要求............................................................14 3.4 基于岗位分析的银行客户经理胜任力要素提取........................................16 第四章 甘肃银行客户经理胜任力评价.................................................18 4.1 甘肃银行客户经理胜任力模型构建............................................................18 4.1.1 甘肃银行客户经理胜任力模型构建原则................................