ICBC Beijing Financial Street Smart Bank Flagship Store: Using Financial Technology to Help Smart Bank Employees Transform and Empower

ICBC Beijing Financial Street Smart Bank Flagship Store: Using Financial Technology to Help Smart Bank Employees Transform and Empower

ICBC Beijing Financial Street Smart Bank Flagship Store: Using Financial Technology to Help Smart Bank Employees Transform and Empower
Thoroughly transforming technology and financial transition and upgrading, the contemporary banking industry is increasingly becoming a professional, intelligent, and resource-integrated industry.Among them, highly educated and highly qualified talents are still the core resources of the banking industry and have become the decisive factor influencing the competition and development of commercial banks in the new era.The reporter came to the ICBC Beijing Financial Street Smart Bank flagship store to conduct an interview on related issues such as the construction of the talent team and transformation and empowerment of the new era bank.  The reporter learned that in order to combine modern technology with heart-warming services and cross-border marketing to achieve a “one touch, full response” scenario, socialized service experience and efficient and compliant smart business experience, ICBC Beijing Financial StreetSmart Bank raises the selection criteria of employees and broadens the perspective of selection and employment. The employees in the post-90s outlets account for 60% of the total number, and nearly half of them are returnees. They have sufficient smart operation capabilities and smart device proficiency.  First, highly innovative to create a comprehensive multi-position customer service manager.Nowadays, new equipment such as intelligent machines in the outlets have become more and more effective in replacing the customer service staff at the counter. It has formed a good help in compressing the physical counter, releasing the counter manpower, enriching the hall service and increasing the proportion of sales staff.It must be narrowed down, and the customer service in the hall should be gradually implemented. The counter customer service implements a post system. The tellers at the outlets must master individuals and cross-process skills in public business to achieve comprehensive management of customer service managers.The outlets are equipped with smart assistants such as smart watches, tablets, self-service equipment, remote experts, and other intelligent assistants, which organically combine smart technology elements with bank staff performance to achieve full complement of customer-to-store identification and precise service coverage, and further enhance employees’ active service to customers.To enhance employees’ comprehensive professional ability.The new job system and labor combination model brought about by the transformation of outlet operations fully stimulated the vitality of outlet operations and further enhanced the market competitiveness of outlets.  The second is the highly-recognized training of account managers with multiple skills and versatility.With the support of smart banking financial technology, the account manager has also been further transformed, engaged in restructuring, integration and creation of marketing services, and received comprehensive job learning and training. The business development platform has a higher and wider starting point.Through the rotation of positions, the Financial Street Smart Bank has increased the comprehensiveness of training account managers.According to the job linkage and professional intersection of retail and corporate account managers in existing positions, the outlets exchange and exercise in an orderly manner through internal rotations, and promote the public-private collaboration between the two positions to meet the diverse financial needs of customers.At the same time, the customer service manager will be further linked to introduce customers, provide customers with a comprehensive range of comprehensive financial services, and gain a deep insight into the needs of customer groups through big data technology to achieve a seamless connection of the closed-loop full chain of hall marketing.  The third is a highly-known reconstruction robot service team.Based on the leading edge of Smart Bank’s technology, the outlet targeted the “service training” of the robot service team to serve as the vanguard of the hall service. The robot “Xiaorong” replaced the hall customer service staff to welcome and answer customer business inquiries, At any time, dispatch “light business robots” and “water delivery robots” to customers for simple business, providing “a glass of water” service.At the same time, Smart Bank further manages the human-machine coordination of the customer service staff in the hall and the robot service team, handles the entire chain of customer journey services, ensures that customer needs are not met, and creates a one-stop full journey service experience for customers without breakpoints.  Fintech has been on the way to transforming banks.ICBC Beijing Branch will continue to accelerate the process of intelligent transformation of outlets across the Bank and the transformation and empowerment of outlet employees, to further unlock the potential of outlet service marketing.Accelerate the creation of better service marketing, better customer experience, coordinated refreshing, and more efficient human resource allocation mode, and finally achieve the integration of smart outlets’ unique services and value creation to improve together.