At the 7th New Financial Forum held a few days ago, Outlook Think Tank and China Everbright Bank jointly released the "2022 White Paper on the Development of Consumer Finance Industry", which provides a complete set of system methodology for the construction of consumer service governance system with relatively lack of industry objectives, and provides a useful exploration for the construction of consumer service governance system of commercial banks. Commercial banks have always attached great importance to personal financial services. However, at a time when commercial banks generally take the transformation of retail business as an important strategic choice, it is difficult to fundamentally improve the core competitiveness of banks by improving the service capabilities that remain on the surface. The core service capability should be reflected in the insight into consumer needs, and through strategic planning upgrading and management process reengineering, to form a systematic service capability improvement from technology to business, from high-level to low-level, and from management to service. The consumer service governance system of commercial banks sorted out in the white paper mainly includes: one core, four areas, nine capabilities and X measures. One core is "consumer centric". Commercial banks must be different from the past "product-centered" management system from the top-level design to the grass-roots capacity building. They should integrate internal resources around the concept of "one consumer", and break the barriers of lines and departments. The four-tier field refers to the implementation of the consumer service governance system, which depends on the four fields of strategy, strategy, capability and supporting facilities. The X measures refer to a series of specific measures that commercial banks should explore and implement, and also represent the unknowns and infinities after dynamically adjusting a series of directions and quantities. Building a consumer service governance system is not a single institution that can be formed by fighting alone. It needs the collective thinking of industry associations and institutions. The white paper also puts forward some suggestions based on industry practice. From the micro level, banks should clarify the transformation goal of "taking consumers as the center", and even promote it from top to bottom as a "top project". The strategy should be detailed to all departments to improve the execution; Continuously iteratively update business processes and management mechanisms; Change organizational management and establish a professional team of consumer research and experience management; Establish a quantitative indicator system to achieve long-term monitoring and effect evaluation. From the medium level, we should start with industry consensus and institutional coordination. It includes reaching industry consensus in the form of industry initiatives, working with third-party institutions to jointly develop industry standards, and building an industry exchange platform to promote information sharing. From the macro level, we should form a joint force of policy guidance, department linkage and social supervision. It includes strengthening the policy guidance of "taking consumers as the center", building a transparent competitive environment, building a coordinated governance by all parties, and better playing the supervisory role of all sectors of society. (Xinhua News Agency)
Edit：wangwenting Responsible editor：xiaomai
Source：xinhuanet
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