Work summary of deputy director of operation

Lead: With the brisk pace of Spring Girl, the green grass broke through the ground and quietly drilled out of the soil, tender and green. In the park, you can see these tenacious grasses everywhere. Next, I will introduce the summary article of the Deputy Director of Operations. Welcome to read it for reference!

Summary of Deputy Director of Operations 1 Since I took office, with the correct leadership of the bank leaders and the strong support of all the staff, I have actively cooperated with the superior leaders and earnestly fulfilled my post responsibilities, and successfully completed all the indicators and tasks assigned by the sub-branch, and all the assessments are in the forefront of the unit. The work of the past year is now reported as follows:

First, strengthen study and improve quality.

At present, we are facing a new environment. We should adapt to the new economic situation while learning from previous work experience. If you don't understand anything in your work, you should actively consult your colleagues with an open mind and master the business skills of each position as soon as possible. At the same time, we should carefully study all kinds of business documents issued by sub-branches and master the business development trends of sub-branches so as to correctly handle all kinds of business relationships in our work and enter the role as soon as possible.

Second, enter the role and earnestly perform your duties.

As an operation supervisor, I strictly follow the requirements of standardized services and my post responsibilities, meticulously implement them, adhere to the daily morning meeting system, and make the morning meeting as short as ten minutes colorful, which improves the morale of employees and inspires their spirit. Adhere to the three-day inspection system, daily regular meeting and weekly report meeting. Effectively mobilized and stimulated the enthusiasm of employees in marketing products. Combined with the quality customer management system, do a good job in quality customer maintenance, marketing and contract management.

(1), strengthen the concept of quality service and improve the quality of counter service. Take the transformation of outlets and the introduction of standardized services as an opportunity. By organizing employees to learn, watch the process, service standards and marketing terms and skills of each position, and discussing and writing, employees can feel through games, so that employees can further understand the connotation of quality service, strengthen the concept of quality service, implement the service concept in their work, standardize the counter service standards, and master the service skills such as how to resolve customer dissatisfaction and properly answer customers, and the counter service level has been greatly improved. Marketing personnel conduct business diversion and customer guidance in the lobby, and guide customers to use self-service equipment; Business consultation and product promotion; Identify and recommend high-quality customers and expand potential customers; Personal financial product marketing and services, handling customer objections and complaints; Maintain the business environment and order. All kinds of postures are coordinated and relaxed. Many employees' professionalism and thoughtful service have been praised by most customers.

(2) Strengthen team building and give full play to the positive role of the incentive mechanism. In order to further improve the enthusiasm of employees, the performance distribution assessment of employees is refined and quantified according to the assessment standards, and obvious results have been achieved. In order to reflect the scientific nature of the assessment, different assessment indicators are set according to different jobs, and a work ledger is established for each employee, and all employees participate in the assessment. Teller assessment, marketing performance, error assessment and deduction are announced one by one every month, making the assessment more fair, just and open. With the adoption of indicators, employees' income increased.

(3) Actively expand business and successfully complete all indicators of the Bank. First, do a good job in the maintenance and intensive cultivation of existing customers, always take customer service as the service purpose, measure the quality of our work with customer satisfaction, always put customers first, and constantly improve the service model in order to achieve the effect of bringing the old with the new. Second, actively carry out various publicity and marketing work, develop new customers, enhance mutual understanding and trust through effective communication on weekdays, and treat every customer with inquiries, guidance, publicity and marketing, which has played a certain role in establishing our business brand and business development.

Third, do business honestly and establish an image.

During my tenure, I have been responding to and implementing the relevant policies of the superior bank, earnestly studying and understanding the spirit of the branch's documents, constantly changing my concept, improving my service level, raising my awareness of strengthening management and preventing risks, and maintaining a clean work style. As the operation supervisor, I unite all the employees, set an example, adopt an "open, fair and just" attitude in dealing with problems, take facts as the basis, be impartial and convince people by reasoning. After work, I will continue to strengthen my study, improve my business and management level, and strive to be a qualified deputy.

Four. Existing shortcomings and 20xx work plan

Although I have made a lot of achievements in a year, there are still many shortcomings, such as insufficient innovation ability, insufficient management experience, and insufficient consideration and handling of individual problems; The comprehensive quality needs to be improved, the professional level is not comprehensive enough, and the management ability still needs to be strengthened. In the work of 20 12, I will do the following:

1. Take effective measures to strengthen services and make deposits grow steadily. Quality service should be persistent, steady and unwavering. In addition to formulating and implementing various systems, it is also necessary to strengthen the supervision and inspection mechanism. There is no end to quality and civilized service. Persistence is the key, and implementation is the most important. Small windows reflect the overall appearance and reputation of banks, solicit opinions and suggestions from customers extensively, solve problems existing in service work, ensure that standardized service standards are implemented in every work link, and establish a good service image of banks with high quality, high efficiency, quickness and safety. First, give full play to the role of window, strengthen counter service, urge and guide tellers to use marketing terms in time, and carry out "three more" services, so that customers can feel that the business I handle is a pleasure. Second, give full play to the role of contact and cooperation with account managers, rely on the high-quality customer system and combine counter services, while maintaining existing high-quality customers, vigorously expand new high-quality customers, further improve marketing level, improve marketing efficiency, and drive deposit growth with diversified financial products. The third is to seize the favorable opportunity of comprehensive marketing of personal business during the holiday season, increase marketing efforts, and promote savings deposits to a new level.

2. Strengthen the maintenance and marketing of quality customers. The core of the function transformation of outlets lies in customer stratification, business diversion and function division, so that more than 20% middle and high-end customers can enjoy the best service of CCB, thus enhancing the loyalty of high-quality customers, further enhancing the sales opportunities of products and services, and establishing CCB's own brand. For high-quality customers, we will further strengthen the service and expansion of high-quality customers in optimizing customer structure and improving the quality of business development. On the basis of strengthening the construction of outlets and standardizing counter services, combined with the opening of quality customer information management system and VIP window, we will provide multi-channel, all-round and diversified services for quality customers through self-service facilities, online banking and telephone banking. Increase the innovation of high-quality customer assets and intermediate business products, promote the gradual transformation of high-quality customer service from single product to multi-functional product service, and continuously improve the types and proportion of products used.

Times are changing, the environment is changing, and the work of banks is changing all the time, which requires me to change with the situation. Learn new knowledge, master new skills, adapt to the changes in the surrounding environment, improve their ability to perform their duties, train themselves to be a comprehensive and qualified operation director, be a good assistant and staff officer of superiors, and do their job properly. Of course, I still have some shortcomings in handling and operating some details. I will hone myself in my future work and study, improve myself with the guidance and help of my leaders and colleagues, develop my advantages and make up for my shortcomings.

The above is my debriefing report. Please criticize and correct my shortcomings.

Summary of the work of Deputy Director of Operations 20xx is a very meaningful year for me. In this year, I stepped into a new milestone in my work. During this year, I led my colleagues in the branch, with the care, love and strong support of the branch leaders, and with a high sense of responsibility, I kept my duties and developed pragmatically, pushing the development of the branch to a new level. Over the past year, I have mainly paid attention to the following aspects:

First, start with the basic business, pay attention to the cultivation of the quality of tellers, and ensure the steady progress of branch work.

(1) Establish and improve various rules and regulations to lay the foundation for the work of accounting supervisor. This year, according to the requirements of the "three transformations and three railways" of the head office, our department revised the old responsibilities and systems of the branch, defined the new responsibilities and objectives, and supplemented the corresponding manual register according to the principle of filling vacancies, which played a positive role in strengthening the internal control and preventing risks of the branch.

(2) Strengthen supervision and inspection to ensure the work of accounting supervisors. During the year, we strengthened the assessment, worked out detailed accounts, implemented the mechanism of linking teller's salary with performance, assessed the error rate on a monthly basis, urged the problem to be rectified, eliminated hidden dangers in time and solved the problem. And strengthen inspection, find the difficulties and key points in the work in time, and then prescribe the right medicine to effectively prevent business risks.

(3) Cooperate with the outsourcing of central summons after accounting and adhere to standardized management. Since we started the service of summons outsourcing, we have guided the tellers to sort out and number the summons in strict accordance with the requirements of the accounting after-the-fact center, and strengthened the recheck of the summons of tellers during the day, so that the recognition rate of the summons of tellers in our institute has steadily increased, from the initial 50% to over 80%, which has been praised and affirmed by the leaders of the accounting after-the-fact center.

The second is to standardize financial management, strengthen internal control management, standardize operations and tap new business growth points.

(1) In order to better complete the annual financial work assigned by the sub-branches, I carefully worked out the financial revenue and expenditure plan in strict accordance with the provisions of the financial system of the Agricultural Head Office, submitted various financial materials in a timely and accurate manner, and conducted detailed financial analysis at the end of each month.

(two) to carry out professional ethics education among employees, and guide employees to establish professional ethics of loving their jobs, being honest and trustworthy, loving, serving and contributing to the Agricultural Bank. And according to the requirements of the head office, actively find the gap, formulate strict management supervision system and reward and punishment system, so that employees can strictly implement various rules and regulations and business operation procedures, act according to law and operate in compliance.

(3) Based on the flexible business of our branches, we constantly explored the customer market and actively publicized our business characteristics and advantages to customers, which achieved good results; Secondly, we broaden our thinking, strive to develop intermediary business, and organize tellers to fully market our electronic products and wealth management products, which have achieved good results.

Third, fulfill their duties and earnestly strengthen their own construction.

While doing a good job in business and management, we should pay attention to strengthening our own construction and learning and enhance our ability to control our work. First, strengthen study, constantly learn new business and master new rules. Second, adhere to the style of seeking truth from facts, resist negative phenomena, actively help directors, tellers and tripartite personnel to solve practical problems in practical work, and promote the development of various work in the sub-bureau. The third is to strengthen unity and cooperation and not engage in individualism.

Looking back on the past year, I have gained a lot in the complicated and ordinary work, and I have also paid hard and hard work. More importantly, I led the branch staff to achieve impressive results and enriched their business knowledge in their work. Although I have made some achievements in the work of 20 1 1, there are still some aspects that need to be strengthened and improved in the work of 20xx. Achievements only represent the past, and the work of 20xx has a long way to go. In the new year, I will continue to assist the bank leaders and do my job well, so that the branch will have a new atmosphere in the new year to meet the challenges of other commercial banks!