In the video, the old man is picked up by his family and lies on the cabinet machine with his knees bent and his hands on the cabinet machine to barely complete face recognition. After the incident, the Agricultural Bank of China Guangshui City Branch apologized publicly, and said: this exposed the banks service publicity is not in place, service awareness is not strong.
Yesterday (November 22), Nandu reporter learned from the official customer service of Agricultural Bank of China that the head of household himself was seriously ill and inconvenient to move. However, if he is conscious, the business outlets of Agricultural Bank of China can provide door-to-door service, and the head of household can also entrust his / her spouse, parents or adult children to handle the matter.
Related video shows that an elderly man in the Agricultural Bank of China (hereinafter referred to as ABC) a branch of social security card related business, during the period, because of the need for face recognition, the family had to hold up the elderly who was not able to move, so that his knees bent, his hands on the cabinet machine, barely completed face recognition. In the process, the two family members of the old man were holding on to each other, and the network staff stood aside to guide the operation steps.
The video caused many netizens hot discussion, some netizens commented: can the banks service be humanized? For the elderly and other special groups, the bank does not have mobile devices for face recognition?
Guangshui branch of the Agricultural Bank of China said that after the incident, the staff of the bank had rushed to the old peoples home in time to apologize. The occurrence of this incident has exposed the problems of inadequate service publicity and weak service awareness of our bank. We sincerely apologize for this.
Can ABC provide convenience for the elderly and other disabled people? On November 22, Nandu reporter learned from the official customer service of Agricultural Bank of China that if the head of household is old, seriously ill, inconvenient to move, and has no self-care ability, but is conscious, the business outlets of Agricultural Bank of China can take the way of door-to-door service for real name verification and other business processing. The head of household can also entrust spouse, parents or adult children to carry ID card, power of attorney and other materials to the business outlets to handle relevant business.
Why is the turnover rate and age structure of Agricultural Bank of China the highest among the four state-owned banks
Among all the 36 listed commercial banks in a share market, Agricultural Bank of China has the largest number of employees, but it also constitutes one of the state-owned banks with the highest employee turnover rate in the past few years.
According to the data disclosed in the semi annual report in 2020, the Agricultural Bank of China ranks first among the listed commercial banks with 450000 employees. This number exceeds the five state-owned banks of industry, China, construction, communications and postal savings, which is exactly the sum of the number of employees of the nine joint-stock banks listed in A-share market.
These figures are enough to attract attention, but the other side of the data is likely to show its inefficiency. In terms of data, ABC is one of the banks with the lowest employee loyalty of A-share listed commercial banks, and its turnover rate ranks first. Since 2016, about 41600 employees have left Agricultural Bank of China, and the turnover rate calculated by simple calculation is more than 8%, followed by Bank of communications, industrial and Commercial Bank of China and Construction Bank.
The staff turnover rate of state-owned banks is high
ABC is the most serious
Under the background of financial repression and financial deleveraging, the business downturn of commercial banks in the past few years has finally led to changes in the number and structure of commercial banks employees. The fluctuation of operation among different banks has also triggered a super migration of commercial banks in the past four years. The starting point of this migration is large state-owned commercial banks, and the end point is those small and medium-sized joint-stock banks and regional banks. During this period, postal savings banks also have small-scale net inflow.
According to the overall data of the inflow and outflow of wind statistics, the reporter of red weekly found that the total number of employees of 36 A-share listed banks is 2.406 million, which is 38000 less than that of 2443000 at the end of 2016. The 38000 people who left the banking industry are concentrated in the six major state-owned banks, namely, the six major banks of industry, agriculture, China, construction, communications and postal savings. The total number of employees of the six major banks has been 92000 since 2016.
In particular, the largest number of employees left is the Agricultural Bank of China, and nearly half of the staff turnover of state-owned banks occurs in Agricultural Bank of China. Since 2016, a total of 41600 people have left the Agricultural Bank of China, which is 45% of the total number of employees leaving the state-owned banks. Since the postal savings bank has increased net during this period, the proportion will rise to 48% if the postal savings bank is not considered.
The high staff turnover of Agricultural Bank of China is in sharp contrast to the net inflow of employees of commercial banks such as China Merchants Bank and Ningbo bank. Since 2016, China Merchants Bank has increased the number of employees by 18000, the largest among commercial banks; Bank of Ningbo has increased 7200 people, an increase of 62%, which is the largest increase in this period.
Agricultural Bank is not suitable for young people to pursue their dreams?
Why do so many people leave ABC? Per capita pay reveals the secret.
In terms of the size of the two listed agricultural banks, the average salary of the two banks is only slightly lower than that of the commercial banks in the market of RMB 26.000, which is far lower than that of the commercial banks in the same industry.
In 2019, the highest per capita salary is Zheshang Bank, which is as high as 603000 yuan. The per capita salary level of Agricultural Bank of China is less than half of that of Zheshang Bank, which is seriously lower than the industry average of nearly 400000 yuan last year. The salary level lacks market competitiveness, which may lead to the inefficiency of its business and operation.
There is another data related to employee compensation, which has aroused the interest of red weekly reporters. This is the age structure of employees in different commercial banks. As a large-scale economy, commercial banks need the necessary cooperation of a large number of employees in the front, middle and back office to complete. It needs someone to be responsible for deposit collection, credit development and risk control. In any case, different employee age structures can affect a companys efficiency. Among the 36 listed commercial banks, red week incomplete statistics found that six banks, including Agricultural Bank of China, disclosed their age structure, as shown in the figure below.
Obviously, from the perspective of age structure, the proportion of employees over 50 years old in Agricultural Bank of China is the highest, reaching 27.4%, far higher than that of China Construction Bank and Bank of China, which are both large state-owned banks; the proportion of employees under 40 years old is the lowest, only 38.4%, far lower than 81% of Zheshang Bank and 76% of Bank of Qingdao. It was also lower than 59.1% of Bank of China and 48.5% of China Construction Bank.
Figure comparison of staff structure over 50 years old in 36 banks
The data clearly show that, at least among the commercial banks that have disclosed their age structure, ABC has an older employee age structure. Generally speaking, the old age structure will lead to low efficiency of operation.
The above is just the tip of the iceberg on the age structure of ABC employees. According to the data, in the past few years, the employees of Agricultural Bank of China have been unable to stay young as a whole, and the proportion of old employees is too large.
Figure 4 staff structure changes of Agricultural Bank of China at different ages
Since 2015, the employees of Agricultural Bank of China have experienced a round of structural changes of age, and some of them have been replaced. From the perspective of quantity, nearly 48000 people have left ABC since 2015. A large number of older employees, especially those over 50 years old, have left ABC, with about 87500 people, which is the main force of staff loss of ABC in the past few years.
In terms of structure, the current staff structure of ABC may not be conducive to the long-term development of ABC. In terms of structure, 27% of employees are over 51 years old and 38% are under 40 years old. The structural characteristics of the majority of older employees and less young people. Under this age structure, the potential problem is that the mechanism is rigid and lack of vitality, which is not conducive to the improvement of Agricultural Banks medium and long-term competitiveness.
For now, at least, ABC is a place that seems hard for young people to pursue their dreams, but it is more suitable for older employees.
Why are employees reluctant to stay in ABC?
The employees of Agricultural Bank of China are not willing to stay in the bank, and the low salary may be the most direct reason. As mentioned above, ABC is one of the most uncompetitive banks in the whole industry, which forces many employees to leave ABC to seek better development prospects.
If the salary of employees is too low, it will lead to overstaffing of banking institutions, reduce the efficiency of operation, and even overstaffing. In the end, the depressed performance of banks and the low salary of employees become a negative double cycle.
Lets look at the performance of Agricultural Bank of China. In the past, investors often questioned the bad rate of Agricultural Bank of China. In fact, after years of adjustment, the bank has made great progress in the non-performing rate. The non-performing rate of Agricultural Bank of China has been decreasing from 2.39% in 2015 to 1.43% at present. The non-performing rate of state-owned banks is lower than that of ICBC and CCB, and it is in the medium level among all listed banks, which reflects the banks achievements in actively handling bad debts in the past few years.
From the perspective of net interest margin, the net interest margin of Agricultural Bank of China is not low, second only to CCB among the four major banks; from the perspective of growth rate, during the 10-year period from 2010 to 2019, the growth rate of Agricultural Bank of China was even the highest among the four major banks, reaching 10.88%, higher than 10.25% of CCB and 9.87% of ICBC.
The real problem of Agricultural Bank is the efficiency of management. From the perspective of return on net assets, that is roe, agricultural bank is not prominent, with the four banks ranking below (see Figure 5). This is in sharp contrast to the low rate of bad, not low interest margin.
Figure 5 Comparison of return on net assets of four major banks
Figure 6 Comparison of expense rates of four major banks
If the above wage expenditure is combined with per capita performance, the conclusion will be more intuitive, and it will have a more in-depth understanding of the mapping of the age structure of Agricultural Bank of China. In terms of per capita income, the Agricultural Bank of China will generate 1.35 million yuan per capita in 2019, ranking second to last among 36 commercial banks, only slightly higher than that of Changshu bank. In terms of net profit per capita, it ranked 33rd, seriously behind. Of course, in terms of per capita income and per capita profit, the four state-owned banks are not outstanding, which is seriously lower than the performance of joint-stock banks and some city commercial banks. In other words, for ABC, the employees low salary is in return for the low return of the banks operation.
The older employees lead to insufficient vitality and low efficiency, and affect the long-term competitive advantage of a commercial bank, which is also reflected in the Agricultural Bank of China. In terms of medium income business, the proportion of non interest income of Agricultural Bank of China is far lower than that of the four major banks. The proportion of non interest income of ABC in 2019 is only 22.38%, which is lower than the 30% level of other three state-owned banks.
Figure 8 proportion of the four major banks middle income business
The high cost offsets the positive impact of the relatively good interest margin on its profitability, while the low proportion of non interest income confirms that ABC is still a traditional commercial bank mainly relying on interest margin. The result of this is the low efficiency of operation. The negative cycle formed by the low efficiency and the huge number of employees may continue to impact the profitability prospect of ABC and is not conducive to improving the return of shareholders. In response to the above staff age structure and operational efficiency issues, the reporter has confirmed to ABC, as of press release, no comment has been received.
Source: Chen Hequn, editor in charge of Southern Metropolis Daily_ NB12679