【作者】 程伟；

【导师】 李一花；

【作者基本信息】 山东大学 ， 工业工程（专业学位）， 2018， 硕士

【副题名】以山东省A商业银行为例

【摘要】 近年来,国内外商业银行由于柜面操作造成的风险事件显著增加,给银行、客户带来了巨大的资金损失。山东省A商业银行在坚持银行规模发展、效益统筹的基础上,不断追求银行柜面业务操作风险的最低化,强化内部控制。但是由于外部环境及内部因素影响,A商业银行也暴露了一些柜面操作风险事件,影响了其业务健康发展,系统正常运行,造成了较坏社会影响。党的十九大明确提出了“守住不发生系统性金融风险的底线”要求,国内银行业监管机构全面加强银行风险监管,因此,A银行加强柜面操作风险管理既是外部监管的要求,也是内部业务发展的需要。本文通过分析A银行柜面操作风险成因,针对性的提出解决措施,以求达到帮助A银行将柜面操作风险降至最小化的目的。本文主要使用了文献回顾、类型化研究、案例研究、定量分析等方法进行分析研究。首先回顾了国内外对商业银行柜面操作风险的研究情况,随后介绍了柜面操作风险相关理论,通过操作风险的定义引出柜面操作风险的概念,并从人员、流程、系统、外部事件4个方面对其进行了分类,以实际案例的形式描述了柜面操作风险的主要表现形式,总结出柜面操作风险多样性、普遍性、反复性、危害性及难以计量的特点。本文以A银行为研究样本,整理了近年A银行相关案例、数据,并进行量化分析,得出A银行柜面操作风险管理的基本情况,并着重分析了其在人员、流程、外部事件三种类型上的9种主要风险表现。根据样本分析的结果,归纳了 A银行柜面操作风险的主要形成原因,包括管理思想、监管体系不完善、人员管理不到位、制度、流程不完善,并根据4种成因,针对性的从监管体系建设、人员管理、制度流程优化、合规文化建设四个方面提出了A银行加强柜面操作风险管理的具体措施。其中监管体系建设措施中省-市-县三级监管中心功能的重新定位,人员管理措施中激励措施的制定,制度、流程优化措施中的柜面综合化改造,合规文化建设措施中对人员、机构、业务的合规评估,都具有较强的实用性、前瞻性,对其他商业银行控制柜面操作风险同样具有实践意义。由于国内银行业风险信息披露不透明,许多风险事件瞒而不报,各项数据的收集、整理具有困难,在研究中难免存在局限性和片面性。更多还原

【Abstract】 In recent years,the risk events caused by counter operations by domestic and foreign commercial banks have increased significantly,bringing huge financial losses to banks and customers.A commercial bank in Shandong Province,on the basis of persisting in the scale of banking development and overall efficiency,continuously pursued the minimization of operational risks in bank counter business and strengthened internal control.However,due to the influence of external environment and internal factors,A commercial bank also exposed some counter-operation risk events,which affected the healthy development of its business and the normal operation of the system,resulting in a bad social impact.The Nineteenth National Congress of the Communist Party of China clearly put forward the requirement of“holding the bottom line of not taking systemic financial risks”.The domestic banking supervisory authorities fully strengthened bank risk supervision.Therefore,Bank A’s strengthening of counter operations risk management is both an external regulatory requirement and an internal one.Business development needs.This article analyzes the causes of A bank’s counter operations risks and proposes relevant solutions to achieve the purpose of helping Bank A reduce counter operations risk to a minimum.This article mainly uses the literature review,type research,case studies,quantitative analysis and other methods for analysis.Firstly,we reviewed domestic and international research on commercial bank counter-operational risk,and then introduced the theory of counter-top operation risk.Through the definition of operational risk,we derived the concept of counter-top operation risk from personnel,processes,systems,and external events.This aspect classifies them and describes the main manifestations of counter operation risk in the form of real cases,summing up the characteristics of countertop operation risk diversity,universality,repetitiveness,harm,and incomprehensibility.This paper takes bank A as a research sample,collates relevant cases and data of Bank A in recent years,and conducts quantitative analysis to obtain the basic situation of A bank’s counter operation risk management,and focuses on analyzing the 9 major types of risk performance in personnel,processes,and external events.According to the results of the sample analysis,the main causes of the bank’s counter operations risk were summarized,including management thinking,imperfect supervision system,inadequate personnel management,and imperfect systems and processes.According to the four causes,targeted supervision system construction,personnel management,system flow optimization,and compliance culture construction this article puts forward specific measures for Bank A to strengthen the counter operations risk management.Among them,all of the reorientation of provincial-city-county three-level supervision center functions,the formulation of incentive measures in personnel management,the integration of countermeasures in the system and process optimization,and the compliance assessments of organizations,agencies,and businesses in compliance culture construction measures have strong practicability and forward-lookingness.They also have practical significance for other commercial banks in controlling counter operations risks.The disclosure of domestic banking risk information was not transparent.Many risk events were not reported,and it was difficult to collect and sort all data.In research,it is inevitable that there are limitations and one-sidedness.更多还原