Sunshine always comes after the storm
- 15th Anniversary Celebration of **** Bank of China
The times are developing, society is progressing, and all walks of life are also In the face of constant competition, China Everbright Bank has relied on its own strength to go through ups and downs in the continuous pursuit and exploration of 15 years. As a staff member in the financial market department of the bank (mainly responsible for investment banking business and writing financial analysis) shortly after joining the bank Report), I am also deeply touched...
The sudden subprime mortgage crisis has gradually developed into an international financial crisis that is rare in history, has a strong impact, and has a wide range of impacts. The financial crisis has brought many uncertain and complex impacts to my country's economic and financial development. Responding to the challenges of the financial crisis has become the top priority of each bank's operation and management work in 2009
According to " People's Daily (page 6, September 7, 2002) reported:
China Everbright Bank, established on August 18, 1992, is the first state-controlled bank in China that also has the Asian Development Bank. A national joint-stock commercial bank with equity participation. In recent years, Everbright Bank has started from the overall situation of reform, development and stability, persisted in pursuing development with integrity, strengthened internal management, committed to corporate culture construction, and established a good social image. While providing customers with high-quality services and supporting national economic development, the bank It has also created excellent performance itself. As of the end of June 2002, China Everbright Bank's total assets reached 298.6 billion yuan; various deposits reached 261.1 billion yuan; all the bank's businesses have achieved rapid development on the basis of compliance, stability and authenticity. In July 2002, China Everbright Bank ranked 205th in the latest ranking of the world's 1,000 major banks by the British "Banker" magazine. Over the past ten years, China Everbright Bank has insisted on pursuing development with integrity, giving full play to the characteristics and advantages of a joint-stock commercial bank, operating independently, taking responsibility for its own profits and losses, self-development, self-discipline, and taking its own risks. It has continuously strengthened its awareness of integrity, firmly established the concept of customer first, and protected depositors. benefits, won widespread praise from customers, and achieved rapid development in various banking businesses.
Quality is the core of modern commercial bank management and is related to the success or failure of the bank. In order to prevent financial risks and improve asset quality, Everbright Bank pursues quality with integrity and is committed to building a credit management culture with risk control as the core. , insisting on a credit policy that favors high-quality customers and honest enterprises. In the first half of 2002, the bank's non-performing loan ratio dropped by 2.85 percentage points, achieving both a decline in the non-performing loan ratio and balance. The corporate structure, industry structure, and regional structure of loans were further improved, laying a solid foundation for the sustained and steady development of Everbright Bank. .
Effectiveness is the starting point and end point of bank operations. China Everbright Bank, with a highly responsible attitude towards the country and shareholders, insists on pursuing efficiency with integrity, adheres to the goal of profit maximization, firmly establishes the concept of efficiency, and strengthens cost awareness. Continuously create and improve efficiency, while promoting the growth of the national economy, we have achieved our own development goals.
Strict management is the guarantee, and team building is the foundation. In its development, Everbright Bank insists on building a business style with integrity, closely integrates business style construction with standardized management and corporate culture construction, strives to create an industry style of "strictness, standardization, prudence, integrity and innovation", and continues to consolidate and improve standardized management. , establish the bank's brand image, improve the overall service quality, actively carry out pioneering and excellence activities such as creating "Youth Civilization Account" and "Civilized Window Demonstration Unit", and continuously strengthen the construction of the leadership team and employee team.
China Everbright Bank, which has experienced ten years of ups and downs, is striding forward on a new journey... Now another five years have passed, and everything has changed and progressed! Obtaining business qualifications such as short-term financing bond underwriting, corporate annuity, and central fiscal payment agency is just the first step in a long journey for China Everbright Bank. What is really important is customer marketing and business development. In order to seize the opportunity and develop a group of high-quality and golden customers that will support the long-term development of the business, China Everbright Bank, from the chairman and management team to various departments and branches, took active actions. The leaders personally led the team to compete for market share. . Such marketing efforts and market momentum are rare in Everbright's history in recent years.
Hard work pays off. Everbright Bank's efforts and investment have yielded huge returns. The following set of data illustrates the problem:
Financial management: As of the end of November 2005, Everbright Bank has achieved sales of nearly 20 billion yuan in RMB financial products. , the sales of foreign exchange financial products reached nearly US$700 million, and the two items totaled an equivalent of RMB 25 billion. Compared with the sales of 17 billion yuan in 2004, this year has increased by nearly 8 billion yuan, an increase of nearly 50%. Driven by the strong financial management business, as of the end of November, the bank-wide savings deposit balance of China Everbright Bank reached 75.076 billion yuan, an increase of 20.968 billion yuan from the beginning of the year, exceeding the annual plan ahead of schedule. The balance of savings deposits accounted for 17.35% of general deposits, an increase of 3.34 percentage points from the beginning of the year; savings deposits accounted for 45.04% of the increase in general deposits, accounting for nearly half of the country.
Underwriting of short-term financing bonds: After obtaining the qualification to underwrite short-term financing bonds, China Everbright Bank has issued nearly 40 billion yuan of short-term financing bonds for several large enterprises such as Minmetals Corporation, China Unicom, Jiangsu Communications, and Shenhua Group. , accounting for 38% of the total market issuance, ranking first in the market in terms of number of lead underwriting projects and underwriting amount. This business not only brings distribution and financial consulting income to the bank, but also brings other income such as trade settlement financing, and the comprehensive benefits are considerable.
Agency financial payment: As of the end of October, direct payment relationships have been established with nearly 80 first-level budget units and subordinate units of ministries and commissions, and authorization has been established with 28 first-level budget units and subordinate units of ministries and commissions. Payment relationship, accumulative centralized payment of 163.2 billion yuan on behalf of the central government. Among them, the direct payment market accounted for 65%, ranking first in the market.
Enterprise annuity: As of the end of November, it had signed cooperation agreements with 14 customers, bringing in deposits of nearly 300 million yuan.
Bank-Customs Connect: As of the end of November, all 30 branches of the bank have opened "Bank-Customs Connect", and a total of 27 first-level customs and 237 customs clearance ports have been opened. Among them, the transaction volume of China Bank Customs Connect in November was as high as 110 million yuan, which was 13 times the total transaction volume in September and October. The growth momentum is very rapid.
According to preliminary statistics, in the first 11 months of 2005, China Everbright Bank has achieved net income from intermediary business of 644 million yuan, a year-on-year increase of 249 million yuan, an increase of 63%. Among them, the intermediary business income increased by business innovation has reached more than 300 million yuan, and there is a trend that the proportion of innovative business income in intermediary business income continues to expand.
As a medium-sized commercial bank, due to limitations in resources, manpower and other aspects, it is impossible to attack all aspects of customer marketing in an all-round way. We must concentrate limited resources, develop in a focused and selective manner, do something and not do something, and work hard on the word "fine". Against the background of increasingly homogeneous competition among commercial banks, China Everbright Bank has made forward-looking and scientific decisions and made an objective and realistic positioning for future market choices.
In fact, in the past two years, China Everbright Bank has repeatedly seized opportunities in new business areas, and its leading image has gradually emerged. For example, in the financial management market, Everbright Bank has maintained its dominant position since last year. The concept of "gathering wealth and wisdom to brighten the future" is deeply rooted in the hearts of the people. In many areas, "If you want to manage finance, go to Everbright" is no longer just a slogan. And it has become the unanimous political consciousness of the general public. In addition, China Everbright Bank is at the leading level in rapidly developing emerging business areas such as domestic factoring, short-term financing bills, and corporate annuities.
According to the national “Eleventh Five-Year Plan” development plan, consumer demand will play a stronger role in driving economic growth. Regulatory authorities also encourage commercial banks to develop more new financial products to expand the depth of financial consumption. and breadth. China Everbright Bank vigorously develops private business and wealth management business, and promotes business and product innovation. This not only conforms to the national development strategy and industrial policy orientation, but also provides financial consumers with an increasingly rich range of new financial products to meet the new needs of all walks of life for financial consumption. . "Gathering wealth and wisdom, Everbright's future" is China Everbright Bank's solemn commitment and blessing to customers and society. It also embodies China Everbright Bank's goal and dream of working day and night to unremittingly pursue to build a boutique bank, strive to be listed as soon as possible, and integrate with international advanced banks. .
However, China Everbright Bank, which has always been known for its "innovation" in the industry, while doing its daily operations well, has taken a different approach and designated 2009 as the "Sunshine Year of Service" to consolidate its basic service skills. A series of carefully planned activities and a series of vigorous actions have brought a bright light to the industry. It is reported that the "Sunshine Year of Service" activity carried out nationwide by the bank takes "Sunshine in the heart, service in the line" as the brand concept, with the theme of "enhancing the brand through external services and improving efficiency through internal services" and "head office and branches". Service, branches serve the grassroots, leaders serve employees, and the whole bank serves customers" as its purpose, with "sunshine service, daily progress" as the specific requirements, and further improve business processes through optimization of business processes, customer listening plans, customer satisfaction surveys and other activities Service efficiency, improve service quality, create value with service, build brand with service, and promote development with service.
In order to promote and ensure the smooth development of the "Sunshine Year of Service", the bank has established leading groups at the head office and branches, with the president taking charge personally and establishing clear assessment and evaluation methods and inspection and supervision mechanisms. , the service score accounts for more than 15% of the assessment indicators of the head office and branches, ensuring that it is practical, good and effective. The bank has formulated unified service standards to standardize management of the business environment, service quality, counter staff services, outlet service management and other aspects of its business outlets; it has established a process from customer discovery, customer relationship establishment to customer relationship development and deepening. The entire service process forms a complete cycle system from understanding customer needs to meeting customer needs.
In order to deeply understand and improve the bank's services, the bank has comprehensively carried out customer satisfaction assessment work. Internally, it mainly understands customer expectations in a timely manner through customer return visits, outbound phone calls, questionnaire surveys, etc. and factors affecting customer satisfaction; externally, it mainly hires independent third-party institutions to conduct customer satisfaction surveys and research, and conducts "mysterious man" inspections of all Everbright Bank outlets across the country once a quarter, with coverage reaching 100%. Such a large-scale and In-depth service evaluation is still rare in the industry. Judging from the current survey results, China Everbright Bank has a certain leading edge in customer satisfaction compared with its domestic peers.
In the "Sunshine Year of Service" activity, the bank launched a series of "listening plans", which effectively promoted the continuous improvement of service work, and was recognized by customers and the market for its professional and considerate services. First, through the three main channels of counter, telephone and Internet, we accept customers’ oral, written, electronic and other opinions and suggestions and deal with them in a timely manner; second, we strongly advocate that middle and senior managers directly face customers to provide services and listen to their opinions. The "Branch President Becomes Lobby Manager for a Day" campaign was carried out at business outlets across the country; third, the Company listened carefully to employees' voices and gave special rewards to employees for their reasonable suggestions for improving services.
The above series of measures are also a true reflection of the core concept of the bank’s service year activities. The main person in charge of the service office of the bank said, "Sunshine is in the heart" - meaning that customers are our sunshine, and the sunshine is in our hearts. We must provide customers with services like sunshine, and spread light and warmth to customers through professional and considerate services. In the heart; "Service is good" - it shows that Everbright Bank's sunshine service is not only a concept, but also an action, which should be reflected in the action and closely fit and echo the ongoing service year activities.
In recent years, Everbright Bank has performed outstandingly in business product innovation. Innovative businesses such as sunshine wealth management, short-term financing bonds, construction machinery mortgage loans, agency fiscal treasury payment services, and corporate annuities have flourished and have become a leader in the industry. It has established a good brand image of an innovative bank among its customers and now takes service as another breakthrough point. Focusing on both products and services, it will surely inject new vitality into the development of the enterprise. "Sunshine is at heart and service is good", China Everbright Bank will take the "Sunshine Year of Service" as a new starting point in 2009, and strive to use three years to improve and shape a professional and efficient service brand, and build a company with standardized services, high efficiency and high customer satisfaction. Modern commercial bank.
Fifteen years of hard work and 15 years of bright smiles have allowed us Guangda brothers and sisters to join hands and heart to heart to move towards our more glorious tomorrow. "The sunshine is always after the wind and rain, and the smile is always behind you and me." "......