邯郸银行信息科技部总经理 韩文科
邯郸银行信息科技部总经理助理 李利杰
随着移动互联网的迅猛发展，新的消费生态逐步确立。基于数字化技术，将数字元素贯穿于金融服务，将数字思维渗透至业务全场景，推动金融场景创新，成为银行的发展方向。近年来，邯郸银行结合区域经济特点，通过金融创新和数据赋能，布局线上金融，加快场景化生态银行建设，提升线上渠道客户体验，倾力打造敏捷高效、体验极致的数字化银行，并取得了一定成效。
一、中小银行数字化转型的关键
人民银行《金融科技发展规划(2022—2025年)》与银保监会《关于银行业保险业数字化转型的指导意见》的发布，为银行数字化转型确立了目标，指明了方向。在大数据、人工智能、5G等技术的推动下，金融业的产品体系、服务流程、行业标准等不断更新迭代，金融服务不断拓展至传统金融无法覆盖的领域，为中小银行基于线上金融开展个性化、特色化服务提供了可能。
场景化金融的基础是金融，如何融合渗透到消费场景中，同时让客户对银行的产品和平台产生信任、依赖，增强客户黏性，从而让金融产品具有更长的生命周期，让消费者可以享受到专业、快捷的金融服务，是银行尤其是中小银行需要认真思考的课题。
在疫情防控常态化背景下，中小银行受限于地域、技术和投资等因素，在数字化转型、场景创新等方面与大中型银行相比还存在较大差距。发展线上渠道，有助于中小银行突破困境，基于数字化技术，将数字元素贯穿于金融服务。因此，打造线上渠道，丰富数字化应用场景，成为中小银行提升竞争力的关键。
为深入贯彻落实国务院《“十四五”数字经济发展规划》，加大对数字经济核心产业的支持力度，邯郸银行积极布局数字化产品及服务，在线上场景应用、信贷营销和支付渠道整合等方面陆续推出线上线下一体化、智慧柜台、数字化营销等一系列数字化金融服务，在提升客户服务体验的同时，实现自身的高质量发展。
二、打造场景化生态银行，提升客户体验
数字化转型倒逼银行经营从“细”入“精”。目前，“90后”“00后”已经成为新一代消费主力群体,随之而来的，是银行客户群体的变化和需求行为的变化，客户要求金融服务具有更加移动化、个性化和定制化等特征。近年来，手机银行生态圈逐步形成,线上迁移成本越来越低,客户选择越来越多,产品生命周期越来越短，且因为金融产品较易模仿,所以银行业同质化竞争比较严重。
基于区域经济特点，邯郸银行制定了数字化转型战略，积极布局线上金融，以“提升客户体验，打造场景化生态银行”为目标，倾力打造敏捷高效、体验极致的数字化银行;以移动客户端作为连接客户的流量入口,提高与客户接触的频率,打造与众不同的客户体验。
1、线上线下一体化
邯郸银行通过线下产品线上化和线上产品智能化，实现存款产品多渠道发售，并实现传统储蓄产品线上线下同步发售、大额存单线上独家发售的产品布局，为客户提供了多元化的服务选择;同时，通过整合渠道平台，实现智慧柜台一体化应用，倾力打造集产品、服务、功能、管理于一体，兼具厅堂、桌面、便携式设备等功能的新一代智能化展业平台。
2、创新客户服务
邯郸银行基于微服务分布式架构，创新建设了客户权益、校园付等金融场景应用平台。客户权益平台借助大数据技术，对客户的行为、偏好、习惯、职业等数据进行分析，实现权益累积、消费、查询一体化管理；校园付平台利用网银与支付系统结合的优势，助力学校实现信息维护、缴费、账单查询等一站式服务。
3、探索数字化营销
在数字化营销方面，邯郸银行基于互联网银行系统，拓展线上渠道，加强线上线下业务协同;基于线上自营渠道，实现“线上+线下”多场景融合，通过数据分析掌握客户需求，依据客户特征、习惯等指标设计产品营销和服务模式。在数字化支撑方面，邯郸银行规划了客户集市，打造360°客户视图，夯实数据底座，推动数据分析、数据应用工作，为互联网拓客、精准营销等提供数据保障。
4、整合数字支付渠道
邯郸银行全面整合聚合支付和传统支付，打造了一体化支付中台，将敏态服务和稳态账务进行分离，打造收单服务和支付账务两大中心，实现通用模型的个性化服务，避免重复“造轮”;整合了银联、网联、城银清、数字人民币等支付通道，通过场景化、智能化、配置化提高综合支付服务能力，提升客户服务体验，打造全行级支付能力。
三、金融场景创新探索
金融机构必须结合自身实际情况，在充分调研区域经济、业务融合、技术应用现状等基础上，找到适合银行发展的发力点，依法依规与第三方合作商开展合作，通过系统集成，建立面向第三方合作商的数据资源、金融产品、服务场景、科技支撑共享的生态体系。邯郸银行基于自身探索，为其他中小银行数字金融转型提供以下几个方面的借鉴与参考。
1、探索产业金融服务平台
邯郸银行将依托自身经营服务区域，围绕重点企事业单位，建立具有行业特色的综合金融服务平台，积极对接数字化的行业、企业服务平台，加强场景聚合对接，服务上下游企业，并在此基础上，加强开放银行建设，发展企业网银客户，推进企业客户业务线上化，营销银企直连客户，提供综合化金融服务。此外，邯郸银行还将充分借助大数据技术应用，合规引入外部数据，深度挖掘内部数据，充分利用大数据，提高精准营销、风险管理能力。
2、探索零售业务服务平台
邯郸银行将进一步探索个人客户金融与非金融相结合的综合需求场景，整合内外部资源，通过建立零售数字金融服务平台，调整优化内外部相关产品、服务、流程和系统，提升互联网级的产品运营能力，满足客户全方位需求；建设智能的客户关系管理系统，提升客户洞察分析能力，构建客户360°画像，以客户为中心驱动各个条线的经营行为，建立完善的客户协同经营管理模式，成立跨条线的客户经营与策略团队，统筹全行上下的客户经营。
3、构建企业级业技融合能力
在加强业技融合方面，邯郸银行持续发力云化服务，筑牢数字化技术基座，以微服务为核心，建设了“云化+生态”互联网银行系统，实现应用分层解耦，不断拓展金融应用场景；同时，通过与外部科技公司合作，持续探索系统云化，通过分布式技术进一步下沉技术平台能力，让云设施具备轻量、敏捷、高度自动化特征，成为科技能力数字化的助推器，利用云技术高效稳定、快速响应的特点和规模化效应驱动业务发展。
4、强化风险管控
邯郸银行将依照自身发展需要以及风险偏好建立健全风险管理制度，制定风险管理策略、风险处置机制和流程，探索新技术、新应用场景下的风险管控措施。
首先，构建覆盖数据全生命周期的安全防护体系，全方位保护数据安全;其次，对数据进行分级分类管理，针对不同类型、不同级别的数据制定不同的数据权限和管理审批流程，将数据安全融入数据全生命周期管理中;最后，在数据全生命周期的各个环节，综合利用加密存储、数据脱敏等技术，有效保障个人数据安全。
展望未来，互联网赋予了金融新的内涵：产品即场景，分享即获取，跨界即连接，流行即流量。在移动互联网快速发展的大趋势下，新的消费生态正在逐步形成，金融场景创新成为银行的发展方向。利用银行自身的信用优势和品牌优势，塑造数字化能力，布局金融场景创新，发挥信息科技对银行业务引领和融合协同作用，成为中小银行的必由之路。
翻译：
Han Wenke, General Manager of Information Technology Department of Bank of Handan
Bank of Handan Information Technology Department General Manager assistant Li Lijie
With the rapid development of mobile Internet, a new consumption ecology is gradually established. Based on digital technology, it has become the development direction of banks to integrate digital elements into financial services. Penetrate digital thinking into the whole business scene, and promote the innovation of financial scene. In recent years, Bank of Handan has combined regional economic characteristics. Through financial innovation and data empowerment, laid out online finance, accelerated the construction of scenario-oriented ecological bank, improved online channel customer experience. And made efforts to build a digital bank with agility, efficiency and extreme experience. And achieved certain results.
The key to digital transformation of small and medium-sized banks
The issuance of the Fintech Development Plan (2022-2025) of the People’s Bank of China and the Guiding Opinions on the Digital Transformation of the Banking and Insurance Industries of the China Banking and Insurance Regulatory Commission have set the goals and pointed out the direction for the digital transformation of banks. Driven by big data, artificial intelligence, 5G and other technologies, the product system, service process and industry standards of the financial industry are constantly being updated and iterated, and the financial services are constantly expanding to areas that cannot be covered by traditional finance, providing the possibility for small and medium-sized banks to carry out personalized and specialized services based on online finance.
The basis of scenario-based finance is finance. How to integrate and penetrate into the consumption scene, make customers trust and rely on bank products and platforms. Enhance customer stickiness, so as to make financial products have a longer life cycle and consumers can enjoy professional and efficient financial services is a subject that banks, especially small and medium-sized banks, need to think about seriously.
Therefore, creating online channels and enriching digital application scenarios has become the key for small and medium-sized banks to enhance their competitiveness.
Against the background of regular epidemic prevention and control, small and medium-sized banks, limited by geographical, technological and investment factors, still have a big gap compared with large and medium-sized banks in digital transformation, scene innovation and other aspects. The development of online channels can help small and medium-sized banks break through the dilemma and integrate digital elements into financial services based on digital technology. Therefore, creating online channels and enriching digital application scenarios has become the key for small and medium-sized banks to enhance their competitiveness.
In order to fully implement the “14th Five-Year Plan for Digital Economy Development” of The State Council and strengthen its support for the core industries of digital economy, Bank Handan actively distributes digital products and services and successively offers a series of digital financial services. Such as online scene application, credit marketing and payment channel integration. Including online and offline integration, smart counter and digital marketing. While improving customer service experience, we will achieve high-quality development.
Create scenario-based ecological bank to improve customer experience
Digital transformation forces banks to operate from “fine” to “fine”. At present, the “post-90s” and “post-00s” have become the main consumer group of the new generation, followed by changes in bank customer groups and demand behavior, customers require financial services with more mobile, personalized and customized characteristics. In recent years, the mobile banking ecosystem has gradually formed, with lower and lower cost of online migration. More and more customer choices, and shorter product life cycle. Moreover, because financial products are easy to imitate, the homogenization competition in the banking industry is serious.
Based on the characteristics of regional economy. Bank of Handan has formulated a digital transformation strategy, actively distributed online finance. And made efforts to build a digital bank with agility, efficiency and extreme experience with the goal of “improving customer experience and creating a scene-oriented ecological bank”. The mobile client is used as the traffic entry to connect customers. So as to improve the frequency of contact with customers and create a unique customer experience.
Online and offline integration
By making offline products online and online products intelligent, Bank of Handan realizes the distribution of deposit products through multiple channels, and realizes the distribution of traditional savings products online and offline simultaneously and the exclusive distribution of certificates of deposit online, providing customers with diversified service choices. At the same time, through the integration of channel platforms, to achieve the integration of intelligent counter application, to create a collection of products, services, functions, management in one, with hall, desktop, portable equipment and other functions of the new generation of intelligent exhibition platform.
Innovate customer service
Based on the distributed architecture of micro services. Bank of Handan has innovatively built application platforms for financial scenarios such as customer equity and campus payment. With the help of big data technology, the customer rights and interests platform analyzes customer behavior, preference, habit, occupation and other data to realize integrated management of rights and interests accumulation, consumption and inquiry. Campus Pay platform takes advantage of the combination of online banking and payment system to help schools achieve one-stop services such as information maintenance, payment and bill inquiry.
Explore digital marketing
In terms of digital marketing, Bank of Handan expands online channels and strengthens online and offline business collaboration based on the Internet banking system. Based on the online self-operated channels, it realizes the integration of “online + offline” multi-scene, masters customer needs through data analysis, and designs product marketing and service modes according to customer characteristics, habits and other indicators. In terms of digital support, Bank of Handan has planned customer market, created 360° customer view, tamped data base, promoted data analysis and data application, and provided data guarantee for Internet extension and precision marketing.
Integrate digital payment channels
Bank of Handan comprehensively integrated aggregate payment and traditional payment, built an integrated payment center, separated the sensitive service from the steady-state accounting, created two centers of receipt service and payment accounting, realized the personalized service of general model, and avoided repeated “wheel building”. It integrates payment channels such as UnionPay, NetLink, City Yinqing and digital RMB. And improves the comprehensive payment service ability through scenarioization, intelligentization and configuration, improves customer service experience, and builds the payment ability of the whole bank.
Innovation and exploration of financial scenes
Financial institutions must combine their own actual conditions and fully investigate the regional economy, business integration and technology application status to find the strength point suitable for the development of banks, carry out cooperation with third-party partners in accordance with laws and regulations, and establish an ecological system for third-party partners to share data resources, financial products, service scenarios and scientific and technological support through system integration. Based on its own exploration, Bank of Handan provides the following references for other small and medium-sized banks in their digital financial transformation.
Explore industrial financial service platform
Bank of Handan will build a comprehensive financial service platform with industry characteristics based on its own operating service region, focus on key enterprises and public institutions, actively connect digital industry and enterprise service platforms, strengthen scene convergence and docking, and serve upstream and downstream enterprises. On this basis, Bank of Handan will strengthen the construction of open banking, develop enterprise e-banking customers. And promote the online business of enterprise customers. Marketing bank – enterprise direct connection customers, providing comprehensive financial services. In addition, Handan Bank will make full use of big data technology, introduce external data in compliance, dig deep internal data, make full use of big data, and improve precision marketing and risk management capabilities.
Explore the retail business service platform
Handan Bank will further explore the comprehensive demand scenario of financial and non-financial combination of individual customers, integrate internal and external resources, adjust and optimize internal and external related products, services, processes and systems by establishing a retail digital financial service platform, improve the Internet-based product operation capability, and meet the all-round needs of customers. Build an intelligent customer relationship management system, improve customer insight and analysis ability, build a 360° portrait of customers, drive the business behavior of each line with customers as the center. Establish a perfect customer collaborative management mode, set up a cross-line customer management and strategy team. And coordinate the customer management of the whole bank.
Build enterprise-level industry and technology integration capability
In terms of strengthening the integration of industry and technology. Bank Handan continues to make efforts to provide cloud-based services, build a solid base of digital technology. And build a “cloud-based + ecological” Internet banking system with micro-services as the core to realize the decoupling of application layers and expand financial application scenarios. At the same time, through cooperation with external technology companies, continue to explore the cloud system. Further sinking the technology platform capability through distributed technology. So that the cloud facilities have the characteristics of lightweight, agile and highly automated. Become the booster of the digitalization of scientific and technological capabilities. And use the characteristics of cloud technology, high efficiency, stability, rapid response and scale effect to drive business development.
Strengthen risk control
Handan Bank will establish a sound risk management system according to its own development needs and risk preferences, formulate risk management strategies, risk disposal mechanisms and processes. And explore risk control measures under new technologies and new application scenarios.
Firstly, a security protection system covering the whole life cycle of data is constructed to protect data security in an all-round way. Secondly, hierarchical and classified data management is carried out. And different data permissions and management approval processes are formulated for different types and levels of data. So as to integrate data security into data lifecycle management. Finally, in all links of data life cycle, comprehensive use of encryption storage. Data desensitization and other technologies, effectively protect the security of personal data.
Looking forward to the future, the Internet has given new connotation to finance:. Product is scene, sharing is acquisition, cross-border is connection, popularity is traffic. Under the general trend of the rapid development of mobile Internet. A new consumption ecology is gradually forming, and financial scene innovation has become the development direction of banks. It has become the only way for small and medium-sized banks to make use of their own credit advantages and brand advantages, shape digital capabilities, layout financial scene innovation. And give play to the leading and synergistic effect of information technology on banking business.
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